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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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helloVoice of The Customer
Voice of The Customer – Attributes Of An Effective System Part 1

In last month’s issue, we discussed three methods of gathering data relative to the Voice of the Customer methodology – internal metrics, customer contact, and surveys. In his book, Strategic Customer Service, author John Goodman tells us there are eight attributes necessary for an effective Voice of the Customer system. Let’s discuss four of the […]

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helloWays To Get Your Customer To Help You Provide Great Customer Service
3 Ways To Get Your Customer To Help You Provide Great Customer Service

In our efforts to provide great customer service, we often forget to remember that it’s important to get the customer to participate in helping us to do so. In some situations, customers can assist in the quest if given the opportunity. Here are three ways to proactively do so: Tell your customers what you need […]

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helloHe Just Handled It
He Just Handled It!

My son drove in from Austin a few days ago and his car’s exhaust was a little louder than normal. He stated that he was scheduled to take it into the Houston dealership, Russell & Smith Ford, where it was purchased on the next day which happened to be a Saturday. At his request, I […]

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