Customer Service

Laughing Babies are Bad for Business

Apr 4, 2011

On March 28, a mother and her 13 month old baby were kicked off a bus in Australia because the baby was laughing too loudly.

As funny as this event is to those of us reading about it, this story teaches us some important lessons about customer service:

1. Know Your Customer

When a mother and a child can no longer ride on public transportation for fear of being too loud, there are issues with that system. You need to be in touch with whom your clients are and understand their needs. Everyone knows that sometimes babies need to be loud.

Do Your Customers Want to Prank You?

Jan 24, 2011

A phone company in Belgium called Mobistar had such bad customer service that they became the target of an elaborate prank that gave them a taste of their own medicine.

Watch the video yourself now. Not only is it well-executed and hilarious, but it also shows just how much clients can suffer when one of your systems or processes doesn’t work properly.

Listen to your clients so you don’t end up the next one to get pranked.

Are You Black Friday-Worthy?

Nov 29, 2010

So this past Friday was the infamous Black Friday for our neighbours to the south. As my colleague did, many Canadians made the trip down as well to reap some of the good sales. As she told us stories of cars being lined up miles down the streets, people waiting for hours outside stores in the freezing rain (even some with infants!) and stores actually being cleaned out I started to think about Black Friday’s relation to non-retail businesses.

Four Easy Ways to Become World Famous

Sep 27, 2010

When I talk about employee engagement, I think of the world famous Pike Place Fish Market in Seattle. The employees at the Market decided they wanted to be the best at what they did; they wanted to be world famous. Sounds silly for a fish market, right? But they did it. Anyone who’s ever been to the Market can attest to the fun and excitement that is present. You’d think that handling fish all day would be a crappy job, but not for these guys.

Remembering to Say Thank You!

May 12, 2010

In the world of coaching and consulting, we all know how important it is to get out and build relationships with others. Whether we attend networking gigs, meet up with old friends or our current clients spread the word for us - those relationships that we encounter are important. From the moment we meet to the moment we do business, we are always ready to dazzle them. And, for those that we don't do business with, sometimes the simple referrals they pass on are just as important.

Creating Raving Fans Instead of Satisfied Customers

May 12, 2010

Do you have clients that come back time and time again to do business with you? While they are probably already big fans of yours, don't ever let the opportunity to make them a raving fan pass you by. Remember, legendary customer service is what creates raving fans. Sure, you're taking care of your customers now and they are happy, but is there more you could be doing? Have you become complacent in the knowledge that they are happy with your service and give you repeated business?

Giving Unique Value Instead of Added Value to Clients

May 4, 2010

Do you know the rule of 1%? Jan Carlzon, past President of Scandinavian Airlines, devised the Rule of 1%. When Carlzon took over the Scandinavian Airlines in 1980, he inherited a financially troubled company in a slumping industry. After extreme consultation with the airline staff he developed a strategy that would propel the airline, by the mid-eighties, to the top performer in the world in virtually every aspect of business. Among Carlzon’s strategies was The Rule of 1%. Carlzon realized that,

Customer Service, Disney Style

May 4, 2010

A recent trip to Disney World with my family brought to light how very important customer service is. While the parks themselves were amazing of course, one of the best parts of the whole trip were the Disney "cast members". (What Disney calls its employees) As is often said - "nobody does it like Disney". This leads to the question - why not? Why don't more companies strive to do customer service the Disney way?

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