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Will You Add? - Customer Service That Delights and Delivers Loyal Customers For Improved Bottom Line Results
Everywhere we go, we are bombarded by a myriad of pesky ads. You name it, they are all over the place. Television, radio, billboards, magazines, news bulletins, the internet, buses, ATM screens, flyers, street signs, mailboxes and even people wearing ads. Advertising is all about attention. Grabbing people’s attention these days is no piece of cake. Given a chance, most people are eager to banish these countless and irksome “in-your-face” product promos. Proof of t
Undelightful Customer Service Experience
As I attend and speak at conferences, I was attempting to reserve a room at a national chain. Since the conference had just moved, I was a new person to this particular hotel. The reservation person that I spoke to was not physically located at the site even though the number was for this hote
This article is about using online paid surveys to make money. There are several ways to get paid for your opinion online. Although each one is different, they help you achieve the same goal. Some of these surveys include:1.) Paid Surveys Several major, big name companies will pay for your opinion on their products. This may seem to good to be true, I mean why would these companies pay for your opinion? It’s really very simple, these companies used
Delightful Customer Service Experience
Since I do a lot of traveling between my office and clients within the Chicago metropolitan area, I spend a lot of money at gas stations and hence I am always trying to save a few cents. At one Interstate intersection, there is one station that is convenient as it is on the same side of the street and an easy in-out. However, this station is always several cents to a dime more than the one on the other side of the overpass.
Time was short and so I stopped in this national gasoline store to purchase fuel. Before I left, I went inside to the convenience store to buy a soft drink. The dispenser was not functioning properly on my favorite diet soda so I took the other diet drink.
When I went to pay for the drink, I nicely told the cashier, Toya, that the one dispenser was not working correctly and they may wish to fix it. She immediately apologized, gave me my drink free and then handed me a card for another free drink at a later time. I told her that I was more than willing to pay for the cola, but she said No, because the one I had wasn’t the one I wanted. Toya continued to express to me that my satisfaction is important because my patronage pays her salary and she wanted me to come back. Wow, does this lady understand the bottom line or what? I asked her if this was part of her customer service training or was she always so customer service focused? She said that she is always like this because she truly appreciates every customer who walks through the doors. I thanked her and walked to my car thinking that the couple of cents I pay more for this fuel was worth it.
Undelightful Customer Service Experience
As I attend and speak at conferences, I was attempting to reserve a room at a national chain. Since the conference had just moved, I was a new person to this particular hotel. The reservation person that I spoke to was not physically located at the site even though the number was for this hote
Ideation is the flow of ideas that can be converted into growth on a consistent basis. Ideas for new products and/or services can come from two places: inside your organization or outside of it. Let's deal with the internal sources first.I sometimes hear CEOs saying, "We don't have enough ideas inside our organization. They aren't flowing, and the ones that do surface aren't very good."Frequently, their explanation for why that is the case is that the
Time was short and so I stopped in this national gasoline store to purchase fuel. Before I left, I went inside to the convenience store to buy a soft drink. The dispenser was not functioning properly on my favorite diet soda so I took the other diet drink.
When I went to pay for the drink, I nicely told the cashier, Toya, that the one dispenser was not working correctly and they may wish to fix it. She immediately apologized, gave me my drink free and then handed me a card for another free drink at a later time. I told her that I was more than willing to pay for the cola, but she said No, because the one I had wasn’t the one I wanted. Toya continued to express to me that my satisfaction is important because my patronage pays her salary and she wanted me to come back. Wow, does this lady understand the bottom line or what? I asked her if this was part of her customer service training or was she always so customer service focused? She said that she is always like this because she truly appreciates every customer who walks through the doors. I thanked her and walked to my car thinking that the couple of cents I pay more for this fuel was worth it.
Undelightful Customer Service Experience
As I attend and speak at conferences, I was attempting to reserve a room at a national chain. Since the conference had just moved, I was a new person to this particular hotel. The reservation person that I spoke to was not physically located at the site even though the number was for this hote
Does your company run like clockwork? Are your accountants pleased with how everything moves smoothly? Are your managers content with how customers are managed by your system?If so, watch out! Your present methods, regulations, policies and procedures may be convenient for the company but utterly frustrating for your customers.Customers discover these landmines of dissatisfaction almost by accident, stumbling upon them in the normal course of business
When I went to pay for the drink, I nicely told the cashier, Toya, that the one dispenser was not working correctly and they may wish to fix it. She immediately apologized, gave me my drink free and then handed me a card for another free drink at a later time. I told her that I was more than willing to pay for the cola, but she said No, because the one I had wasn’t the one I wanted. Toya continued to express to me that my satisfaction is important because my patronage pays her salary and she wanted me to come back. Wow, does this lady understand the bottom line or what? I asked her if this was part of her customer service training or was she always so customer service focused? She said that she is always like this because she truly appreciates every customer who walks through the doors. I thanked her and walked to my car thinking that the couple of cents I pay more for this fuel was worth it.
Undelightful Customer Service Experience
As I attend and speak at conferences, I was attempting to reserve a room at a national chain. Since the conference had just moved, I was a new person to this particular hotel. The reservation person that I spoke to was not physically located at the site even though the number was for this hote
Most people find financial statements identical to a foreign language. To ensure that financial statements are easier to understand, there is a set of rules and practices known as the generally accepted accounting principles (GAAP). Development of these rules provides a basic guideline accounting because I think it’s fair to say that it can get obtuse at times. There are a lot of variations to the meaning so here is the best answer. It’s the generally accepted ac
Undelightful Customer Service Experience
As I attend and speak at conferences, I was attempting to reserve a room at a national chain. Since the conference had just moved, I was a new person to this particular hotel. The reservation person that I spoke to was not physically located at the site even though the number was for this hote
The gifting market is a $253 billion market, meaning that almost 1% of the money spent on retail is to buy a gift. This is great news for the gift professionals everywhere. With several major gifting holidays, and many other gifting occasions throughout the year, opportunity is knocking at your door.But how do you get started?Here are some basics needed to start a gift basket business:First, you need to do your research:-who is yo
Undelightful Customer Service Experience
As I attend and speak at conferences, I was attempting to reserve a room at a national chain. Since the conference had just moved, I was a new person to this particular hotel. The reservation person that I spoke to was not physically located at the site even though the number was for this hotel’s geographic location. After waiting several minutes, I finally reached a reservation’s person. This lady was polite, but sounded like she was speaking to a dead fish. And I was the dead fish!
I had to repeat information to her several times before I could learn if any rooms were available. When room availability was confirmed, I asked physically if these rooms were away from the pipes and noise that I had heard several other of my colleagues had experienced during the last conference. She couldn't tell me that. I said I would think it over.
My fingers quickly dialed or rather pushed the phone number of the other national chain where I had stayed in the past. The Manager of the Hotel, Dennis, answered and quickly assured me that rooms were available. When I gave him my name, he remembered me and said he was glad that I was returning as a preferred customer. Since I was driving in, I asked him for a phone number of my favorite restaurant as I wanted to make a reservation during the drive. He quickly complied with my request and said he look forward to seeing me again. Again, his actions have created a loyal customer.
Both of these individuals, Toya and Dennis, understood the value of connecting with their customers and providing service that delights. Exceptional customer service does deliver loyal customers. Now the only challenge is to make sure that all of your employees are delighting and thus delivering loyal customers.
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