Oftentimes, there is more risk in customer service when the answer to our concerns is “yes.” Can you help me? Will you make an exception and do this for me just this once? Could you look into this issue I’m having? Being helpful comes with a price, and the price is more work. But what if the tables were turned and the risk was actually in saying “no.” How much better would … [Read more...]
Are You a Problem Solver or a Problem Blamer?
I fly a decent amount and have had a lot of good and a lot of bad experiences with the airlines. The biggest issue I have with the airlines, especially my carrier of choice, is not that they make mistakes. I don’t expect any business to be perfect. At issue is how they deal with problems. Too often, their first reaction is to put the problem back with me. The protocol seems to … [Read more...]
3 Rules for Business
There's a popular saying that goes, "Rules are meant to be broken!" After all, isn't that how one breaks out of the proverbial "box?" How could you possibly think outside the box if you're constantly following all the rules that demand you stay in the box? In the art classes I've taught, many times students would ask me about the "rules." The "you should always" things. … [Read more...]
Is Speed of Service an Added Value?
Customer service sometimes means how we approach our business...how we "do" our business. For our businesses to be profitable, we need customers and clients so we devote much time and attention to promotion and advertising. Another big percentage of our business is our interaction with our customers and clients in the buying and selling or product and service interface. A … [Read more...]
The Customer Service Oxymoron
I refuse to be one of those people who's jaded and negative. I'm the person who goes to great lengths to make sure the manager of a restaurant knows when their bathroom needs attention or equally, if it looks nice. I'll always make an effort to let someone know when I receive superior service. Many people only reserve the dreaded, "may I speak with your manager" for negative … [Read more...]
Turning a Website’s FAQ Page into a Blog
Businesswoman blogger Maria Palma made an interesting suggestion on Customers are Always this week when she discussed Why You Should Take Your FAQ Page and Turn It Into a Blog. In her post, Maria suggests that businesses consider changing the traditional "Frequently Asked Questions" page on their company websites into interactive blogs. The advantages would be two-fold. … [Read more...]