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helloCore Values
Maintain Your Attitude of Service

My wife recently visited a major retail pharmacy with her mother to pick up medications. They arrived at the drive-through window about 30 minutes before closing and were immediately subjected to rude and abrupt behavior. Upon receiving the medications, her mother noticed that she did not need one of the medications provided. My wife pressed […]

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helloCore Values
Loyalty – A Two-Way Street

During my career in the customer service industry, I have often witnessed (along with being subjected to ) an imbalance in the level of value exhibited toward employees who are in turn expected to value the customers. Companies often forget that employees are humans and not robots. It is imperative for companies to strive to […]

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Customer Retention – What’s Your Game Plan? Part 1

Customer retention can be considered the heartbeat of a company. In other words, without customer retention, your business is probably close to being non-existent. How does one maintain a high level of customer retention? Let’s consider one statistic: 68% of customer defections take place because customers feel poorly treated. I think that statistic should cause […]

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Probe To Meet The Customer’s Needs

I recently visited a local electronics retailer in search of a new television. I had a particular brand in mind but was unable to locate it. A salesperson was nearby, so I asked her if the store sold the brand of interest. Her response nearly floored me! She stated very sarcastically “We don’t sell that […]

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