Last week, I ate at Paradise Café. As usual, I ordered a salad and soda. The cashier asked the following brilliant question as they took my credit card – “You get a free cookie with your salad. Which one would you like?”
Now, you don’t need an MBA to realize that this isn’t a free cookie. [...]
Creating Value
July 13th, 2010Making “Great Customer Service” a Solid Business Strategy
February 9th, 2010I am always skeptical when I hear a business owner say that they are going to differentiate themselves by providing “great customer service”. Yes, there are plenty of companies with bad customer service, whose customers are aching for better treatment. At the same time, you do not see those customers leaving the company that treats [...]
Consistency
July 14th, 2009I once asked a client to describe how they handle an incoming customer service call.
He told me that it depended on who answered the phone – some of his employees are great with customers and others aren’t.
So, the experience the customer gets is completely unpredictable.
In 2009, that’s just not acceptable.
A recent study indicated that at [...]
Customer Service
July 7th, 2009Usually on Saturday morning I grab breakfast at McDonald’s with my kids.
As we leave, I always ask for a refill of my coffee.
This past Saturday was no different.
I approached the counter where there are 4 registers.
There was only one employee behind one of the registers. This was completely appropriate because there was only 1 customer [...]
