helloSometimes You Can’t Say Yes
Sometimes You Can’t Say Yes – Shep Hyken

In a perfect customer service world, we would never have to tell a customer “no.” But in real life, there are situations in which it is unavoidable. No one likes to be told “no,” and it can create a negative environment that has to be overcome. Karen Leland and Keith Bailey address some reasons you […]

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helloEmployee Stress
Employee Stress – How Your Customer Is Impacted

During my many years in the customer service industry, I’ve learned that what you see is not always what is. Now I know the last part of the preceding sentence may not be grammatically correct (I can hear my late mother saying “Where is the rest of the sentence boy?”) As a consumer, I sometimes […]

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helloToday’s Customers
Today’s Customers – What Do They Want?

I’ve noticed something different about today’s customers. Unlike the customer of yesteryear who did not have easy access to product information and multiple avenues by which to locate and purchase products, the customer of today can easily access information, compare prices and formulate product or service questions in the comfort of their home or office. […]

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helloDo The Unexpected
Do The Unexpected

Every entrepreneur or business owner strives to get the attention of potential customers and to retain existing customers (You do have a retention strategy right?) I often hear business owners discussing what’s required to separate themselves from their competitors. A word of advice that I offer is to do the unexpected. Now I know someone […]

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