Make America Kind Again

We’ve got to band together to make this a HUGE movement. A huge change is needed. Political barbs aside, we do need to actively change the climate between person to person. When government, people in office, etc. talk about “winning the war on terror” and to do that we need…

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Customer Service Done Right

People reading a Customer Experience blog most likely are “the choir”, right? If you’re interested enough to read a blog you’re probably already on the bandwagon or at a minimum aware enough to know there is a bandwagon! Today’s kudos is highlighting the “complainer”, the person who needs to get…

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The Importance of Sharing Kudos

When you have a great customer service experience, by all means, tell others about it! Be the “bearer of good news” once in a while. You’re sure to make someone’s day. This note was written to a manager by my dear friend Erika Wilson, owner of Columbia Laser Skin Center.…

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First Impressions – Part 3

Wrapping up this series of three to help your first impression be your best. After hiring you must train. How do you train this? Let’s say you hired the personality and are going to train the skill. Don’t simply rely on the “great personality” and provide no structure, guidance, or…

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First Impressions – Part 2

Excellent customer service begins with training consistency into actions. First impressions set the stage for your customer interaction. Last week we looked at some results of both poor and excellent customer service. We set the stage for you and your staff to get into the correct frame of mind by…

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First Impressions – Part 1

First Impressions – pg. 1What happened to that nice, helpful customer service person I had last time? I went into a local hardware supply store, took my item to the check out counter where there was a register clerk, and three employees chatting about something. They huddled in tighter to…

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