Don’t Do This in Front of the Customer

Once upon entering a fast food franchise (yes I know it’s not healthy, but oh well) I witnessed a verbal altercation between if you can believe it – two employees! From what I could gather, there seems to have been an error on a customer’s order and one employee was trying to place the blame […]

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Employee Morale Does Create Customer Experiences

It’s often been said that customer contact employees are key to creating great customer experiences. There is a lot of validity to this statement as customers depend upon the person with whom they interact to provide a high level of service. In continuing the series on the necessary ingredients for creating great customer experiences, let’s […]

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Why Are Your Customers Waiting?

During a recent client assignment, I noticed the frequency with which customers found themselves in waiting mode. Waiting to be told what to do next. Waiting to be acknowledged. Waiting to be serviced. Now there’s one thing that customers delight in and that’s being provided with service in a timely manner. Waiting is high on […]

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Keys To a Great In-Home Service Experience

There is a multitude of in-home service providers in today’s economy. Carpet cleaners, appliance installation/repair, and cable TV/internet service just to name a few. When providing in-home service at the customer’s residence, it’s important to have a plan for providing a great customer experience. Take the following into consideration when developing your plan. Communicate, Communicate, […]

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