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Business owners often ask, “What is the optimal level of service that we should provide to stay in business? How much is too much if our customers are not willing to pay us for it?”
There is no easy answer for that. It’s wise not to go to the moon on service if your [...]
Those of us in the hospitality and retail business know as much about unsatisfied or angry customers as any other part of our job. No matter the reason, an irate person will most likely take it out on the first person they come into contact with. Studies have shown that the vast majority of unsatisfied [...]
Creating diverse principles of customer service is very important, but you need to put those principles into action with everything you do and say. There are certain “words” customers want to hear from you and your staff. All your employees need to recognize the significance of these simple key phrases that will make your new [...]
25 years of blood, sweat and tears building a leading brand, millions invested; but it all works when that same customer walks in again and again with a smile on her face….. all vaporized because a staff member treated them like a self serve moron. Disappointed as she is she sends out a message through [...]
One essential tool for generating repeat customers is following up. Effective follow-up begins straight away after the sale when you call the customer to say “thank you” and find out if he or she is pleased with your product or service. Beyond this, there are several efficient ways to follow up that ensure [...]
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