There’s some ancient business wisdom that says you can’t please everyone, and it’s partially right. Yet it’s also confusing. The fact is that everyone in your market can be pleased. All they have to do … Read more
Policies are created to help companies run smoothly, but they can also damage your brand, particularly when they are rigidly enforced on customers. The common assumption when a person makes a purchase is that they … Read more
Give the customer what they want was the rule. Now it’s about selling the customer what you have, which is a backwards approach, one that is most likely to yield unhappiness on both ends. If … Read more
Guess what order takers do? If your answer is the obvious, ‘Take orders,’ sorry, but you’re at least partially wrong. Order takers undermine your business in more ways than one, and that’s sadly their biggest … Read more
I’ll bet you can’t count the times you’ve heard, “Your call may be recorded for quality and training purposes.” Why would any company lead a call with this statement? Leading with this statement is like … Read more
When your interactions are driven by the core concept of humanity-based marketing, everyone is happy. Think about it — all marketing is about humans (just ask your cat). Many companies miss this when considering customer … Read more
In the twilight zone, my name is pronounced Hobkrik. Or maybe it’s Hobert. Could be Hopkins. The customer service rep isn’t sure just how to say it, but it isn’t important anyway, right? “Ok Mr. … Read more
On-hold entertainment has reached epically bad proportions. Like a disease inflicting poor taste on unsuspecting ears. Example: Call the doctor’s office, and you are treated to friendly sounding voices waxing poetic about every type of … Read more
I try to avoid having pet peeves because they aren’t very productive, but when it comes to raising the quality of service interactions I encounter with businesses, this is one pet peeve I indulge. It … Read more
Customer service reps have one of the hardest people-interfacing jobs on the planet. In addition to being kind, courteous, patient, and woefully underpaid, they are asked to be the knowers of all things, the virtual … Read more
