Around 1990, I moved from Cambridge, Mass. to Portland, Oregon and my automobile got a flat tire. I went to a gasoline station to have it fixed but differently from the East Coast, the local station does not fix tires. They sent me to Les Schwab, a chain of tire stores. There they fixed the… Continue reading How to get loyal customers?
Number #1 Is the customer treated like a King or Queen? You are very happy to sell the customer something but you unfortunately look at customer service as a “cost,” something to reduce. Years back a banker told me his president said, “We would have a great bank if we just didn’t have to talk… Continue reading Improving Customer Service
Today, because of the virus and our inability to control it millions of people are working autonomously at home. I call companies and in the past I would get someone in a few minutes, I am now left on the line up to an hour. I am now waiting to speak to someone at Verizon,… Continue reading Autonomy and the Virus
“You can fool all the people some of the time and some of the people all the time, but you cannot fool all the people all the time.” – attributed to Abraham Lincoln I recommend you stop fooling them. (period) Clearly you should treat all customers with respect, with care and with love. You know… Continue reading Without happy customers, you will not be in business very long.
Remember the old saying, “the customer is always right!” What does that mean to you? Is it appropriate today when you have, “we are recording for quality…..,” “the computer answers the phone.” You are sent to Asia.” “Impossible to reach top management.” Maybe your customer is really a necessary “evil.” How do you feel… Continue reading Just do the right thing
Write it down! What have you learned from your customers? Kai soap in Japan created 1000 new products listening to their customer needs.