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…
Does the parking location of an HVAC Technician's van or truck impact a customer experience? You betcha! And this goes way beyond what we say and how we look. The below video says more in two minutes than I can…
Positive soft skill behaviors help to create a positive customer experience. And this goes way beyond what we say and how we look. The below video says more in two minutes than I can write in a few paragraphs -…
What happens when you are the cause of conflict? During times like these, a little inner perspective is required. The below video shares a brief and profound Customer Service Perspective lesson for service professionals. Seeing the bigger picture of what…
The below video says more in two minutes than a thousand words and numerous paragraphs. Sometimes, there is no substitute for a brief illustration to drive home a specific lesson. Enjoy!
Success Story Woodstock Gas in Woodstock, Georgia has been transformed during the last few years through a series of improvements. According to Mike Hill, company president, the changes have resulted in improved profitability, more satisfied customers and happier employees. “One…