In a world of enlightened customers, you need a different strategy. We help Customer Success teams, leaders and professionals achieve their business & career objectives through proven methodologies.
A number of years ago when my company was much smaller I had one very large customer say to me "How do you do it? Your team works very well together. Everyone knows what the other person is doing and the progress we've made. You have a unified voice." I was proud of that accomplishment... Continue Reading →
Those that are in Customer Service departments have a big task - how can you provide a better customer experience without breaking the bank? There is no one answer to this question but there are tactics you can follow that work. Don't focus on what you can't control - start with the low hanging fruit.... Continue Reading →
Since I work in a large city, I've decided to take public transit to work rather than battling traffic. The Toronto Transit Commission (TTC) is under a lot of fire these days for very poor customer service. I have been taking transit for a long time and I've seen it all. A lot of it... Continue Reading →
This is a very simple example but one that we, as consumers, should remember when dealing with companies. Companies should also read this to take note on how to treat customers properly. As young parents, my wife and I order in food at least once a week. We don’t have a choice although we know that it’s not the best for us. We ordered a pizza , a dipping sauce and some drinks to go with it from a local pizza chain, Pizza Pizza. When the driver arrived he gave us our order but was missing the dipping sauce. When I noticed they were missing I asked him what happened. The driver could have handled this in a few ways. He could have denied the mistake happened, blamed me, or laughed it off as a computer glitch. There are lessons learned for both companies provide customer service and customers that are affected by poor service.
There are ways to “wow” people and there are ways to “wow” people. A simple principle to live by: Do the opposite of what Mel Gibson does. Yes, he “wows” you but in a bad way. Let’s focus on the good ways that you can impress people you meet and work with. I had a chance to read Frances Cole Jones’ popular “How to Wow” which is designed to help you present and sell yourself. It was too good a book to just toss away without sharing my insights with you.
Chad Horenfeldt