Category Archives: Customer Service

Good News or Bad News?

    How can you create a positive experience for someone else? Mess with their expectations. I write this to you from 33,000 feet, after departing Orlando to head back home to the Hartford airport. Just before we took off, … Continue reading

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Are You Communication Experienced?

    At 6:55 this morning, I was standing on 6th Ave and 39th St. in NYC. It was still pitch black outside.   I was on the corner, hunting for a taxi. Cab after cab passed me, filled up … Continue reading

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The Doctor Won’t See You Now

I keep hearing stories that I couldn’t make up if I tried. This latest one comes from the world of health care. As an industry, health care is one of the last hold outs when it comes to ignoring the … Continue reading

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Humor Soothes the Savage Beast

  I was an angry customer on Saturday. Mind you, I wasn’t planning on being angry.  I wasn’t actually thinking of myself as a customer at all it happened. The postman had just delievered the US mail, and I was going … Continue reading

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Who’s In Charge Here?

  Who should know more about your business- your customers, or you? Who should lead a customer conversation– your customers, or you? I received an pre-authorization letter for a new credit card from a bank that has an office in our town. … Continue reading

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Delight Should Be…Well, Delightful

  In a recent NY Times article, reporter Steve Lohr shares the lessons learned by those who worked closely with Steve Jobs. The first lesson: Do Whatever It Takes to Delight Customers What company doesn’t promise “Customer Satisfaction”?  Everyone who wants … Continue reading

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What They See Is What They Think

  When a customer enters your place of business, everything they see or don’t see sends a message. A lot has been written about Steve Jobs’ focus on design and simplicity in this past week since his death.   Jobs … Continue reading

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Under-promise & Over-deliver

  Talk about a winning combination for customer satisfaction. Let’s face it, were all in the managing expectations business. It doesn’t matter how good your work is if someone expects more. It’s not good enough. It doesn’t matter how fast … Continue reading

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Does Your Customer Service Live Up to Your Marketing?

  My wife Mary bought a baby carrier the year Alexander was born: 2004. It’s the kind that lets you wear your baby (or toddler) hands free on your body when you walk around. The carrier was retired from use … Continue reading

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If Your Frontline’s Lousy, Your Business is Lousy

  I’m spending this week working in St. Louis. I’m with three of my colleagues.  We went out to dinner tonight at a restaurant none of us had been to before. The food was fine.  Pretty good, in fact. The … Continue reading

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