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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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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Great Service Leads To The Purchase of Two New Vehicles!

A good friend here in Houston, Tx called me about his experience when purchasing a new vehicle. I’ll let him tell his story. “Recently, the engine had gone out on my SUV. Not wanting to put money into a 10-year-old vehicle with over 150,000 miles, my wife and I set out to purchase a new […]

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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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