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helloThe Customer Is Wrong
The Customer Is Wrong – Now What?

I remember this conversation like it was yesterday. After advising a customer that I would be handling her insurance claim, she stated that she was advised that her policy did not allow for the usage of a rental vehicle. “I have full coverage which means I should be put in a rental car while my […]

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helloMetrics
Metrics – Friend or Foe?

Metrics are important in any business setting. There’s another old business adage that states “What gets measured gets done.” While I believe this to be true, there are two issues that I feel are important when discussing performance measurement. 1. Determining What To Measure 2. Properly Establishing the Metric. Defining these two items is critical […]

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helloReasons To Prep Before Interacting With Your Customers
3 Reasons To Prep Before Interacting With Your Customers

Here in Houston, Tx, I award my “Now That’s Customer Service!” Award to individuals or companies that provide great customer service. I rate such things as a time to acknowledge a customer’s presence, demeanor during the service interaction, interaction consistency (if I am a repeat customer), product/service knowledge, exhibited the ability to address customer concerns, […]

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helloYou Have To Be More Considerate Sir
“You Have To Be More Considerate Sir!”

A good friend of mine here in Houston recently underwent hip replacement surgery. He’s now recovering at home and receiving both physical and occupational therapy. For a while, both therapies took place on the same day of the week – Monday, Wednesday, and Friday. My friend is comfortable with this schedule as it allows for […]

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