The words & weapons of teamwork are more pervasive than we might think. Sometimes the most important customers we serve are our coworkers – these are internal customers. The way employees treat each other is all part of a company’s…
When customers decline a service professional's recommendation, this must be documented for future reference. The person with the best notes always wins. A service professional's paperwork should be complete, especially when customers decline a vital parts replacement. This way, if…
Why is REWORK so wasteful? There’s an old customer service expression about note taking and capturing details. It’s one for the ages because it’s simplicity is so profound. What’s the quote? Simply this: The person with the best notes always…
Who do first impressions matter? Because customers who like you are more likely to tell their friends and relatives about you. This is the least expensive marketing available – it’s called positive word-of-mouth marketing and it’s free. On the contrary,…
Last week's trek ended this year's travel. Every mile was driven - not one airline flight. Today's "high-tech" world can impede the more personal "high-touch" style of time invested with special folks. Thankfully, my travel method simplifies personal relationships. Meeting…
In the above photo, the Dixie Gas & Oil folks wanted to show off their new truck wrap. They were just a few of the hundreds of professionals trained throughout the south during the last few weeks. Today's trade professionals…
Personal notes and letters go a long way towards conveying a special message. After a recent client assignment, a personal "thank you" letter arrived in my mailbox. This made for a memorable experience. Watch the below 45-second video about the…
Pat Davison is Delaware Propane's general manager and he REALLY cares about people. What makes Pat so special is that he invests in his employees. I first met Pat at a National Propane Gas Conference in Nashville, Tennessee. His daughter,…
A recent trek was loaded with activity while serving Eastern Propane and Oil in Rochester, New Hampshire. Hundreds of service professionals were trained in world-class customer service skills. The best companies want to get better! They’re raising the bar with innovative…
When I travel, clients and their employees love to share their own customer service nightmare stories. These might a retail situations at the local grocer or a mishandled phone call. Every story-teller puts their own spin on the tale. But…