Episodes
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Social Media is Bad for Customer Service
Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. With customers using platforms like Twitter and Facebook to complain loudly and sometimes virally to the world, companies have...
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Leadership Mantra for New Managers: Connect. Inspire. Empower.
“How long employees stay at a company, and how productive they are there, is determined by the relationship they have with their immediate supervisor.” Jim Kouzes and Barry Posner, The Leadership Challenge According to Kouzes and Posner, these managers supervising the staff who were directly...
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Lessons from the Pandemic to Improve Your Customer Experience Now
When first confronted with this pandemic we moved quickly to identify the high risks for our employees and our customers and then worked to define the action steps required to minimize those risks. What would have taken many months to implement for any other initiative took only a few weeks. We…
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Don’t expect C-level execs to fix their company’s customer service
No matter how much companies say they value customer feedback, don't expect their delivery of customer service to get better any time soon. While C-level executives must be customers and experience service for themselves, they experience it like they do in the first-class section flying on a…
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I Know Ritz-Carlton and You’re No Ritz-Carlton
People are willing to pay much more of a premium to stay at a Ritz-Carlton. And despite paying that premium, people still rave about the exceptional service delivered by the Ladies and Gentlemen of Ritz-Carlton. So what is their secret? Actually, it's not a secret, at all. Ritz-Carlton gives us…
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Just Because You Don’t Think It’s a Big Deal, It’s a Big Deal
"Just because you don't think it's a big deal doesn't mean your customer doesn't think it's a big deal. When your customer says it's a big deal, it's a big deal. And even when your customer says "It's no big deal," it's still a big deal. Or why would they bring it up?" - Kristin Anderson,...
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Great Service is Great Theater
Do you always feel like working every day, five days a week, 8-10 hours a day, on your birthday, the holidays, or even on scheduled days off? Of course not. But do you think the customer really cares how you feel? Of course not! No customer walks into your establishment with an expectation of…
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Never go to a doctor whose office plants have died.
What do dead plants in the waiting room have to do with the skill of the doctor? Logically nothing, but to the customer, everything. “Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!” Listen…
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No Surprises. No Excuses.
When your customers call or walk into your establishment, they already have a perceived expectation of what your customer experience should be. Your advertising, website and salespeople, which serve a promise to your customers, have already shaped that expectation. Deliver on that promise and…
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When It Comes to Service Training, Once Is Never Enough
Too often, the value of service excellence is communicated only at new employee orientation and the on-the-job training during the first week with no reinforcement thereafter. That is simply not enough to drive consistent customer care performance. And while I enjoy presenting my customer...
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The customer is paying for his experience, not yours.
The goal of any business is to attract and retain customers. And customers actually make it very easy for you. No customer walks into your establishment and says to you, "Here is my money. Now, dissatisfy me please." In fact, your customer comes in with an expectation that what you offer could be...
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Common Sense But Not Common Practice
Earning customer loyalty is ultimately about creating and maintaining relationships. Over 70 years ago Dale Carnegie wrote the very best book on building relationships, “How to Win Friends and Influence Others.” While the stories are too dated to be relevant for most people, the fundamentals...
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Remove all the dissatisfiers: Forbidden Phrases
Your Number One work responsibility is to attract and retain customers. So how do you do that? Be the customer. When your customer interacts with you, you are not an individual. To the customer, you are your company. And as the company, you cannot begin to satisfy customers until you remove all…
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Step One on “How to Wow”: Remove all the dissatisfiers.
The goal of any business is to attract and retain customers. In order to retain customers, you must provide service that will exceed the expectations of the customer. If you only meet the needs of the customer, there is a possibility that the customer will defect if there is a future choice of...
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Word of mouth advertising is NOT the best form of advertising.
I ask my audience, “What is the best form of advertising to build market share?” Invariably, almost everyone responds “word of mouth.” Yet I tell them they are wrong. In fact, the reach of word of mouth has gone beyond just family and friends. People are turning to the internet to use sites like...
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Use the CASE Method for Customer Experience Improvement
It will be very rare that someone intent on improving the customer experience for his company will come up with an idea that is brand new. Better to use the CASE Method to enhance the customer experience. CASE stands for “Copy and Steal Everything”. If you feel uncomfortable with “Steal”, then...
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Leadership Mantra for New Managers: Connect. Inspire. Empower.
“How long employees stay at a company, and how productive they are there, is determined by the relationship they have with their immediate supervisor.” Jim Kouzes and Barry Posner, The Leadership Challenge When I served as a hotel GM, I had the opportunity to promote many front-line employees to...
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Do you have a Customer Service Manifesto?
Imagine if you could get each person on your team focused on the same vision and commitment to the delivery of the World’s Best experience for each customer. Your company's service reputation would be broadcast so loudly by all of your customer loyalists that you easily would dominate your...
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Facemasks, safety signs, and hand sanitizers won’t keep your customers
Facemasks, door signs, floor decals, partitions, and hand sanitizers won't keep your customers. Such safety protocols in response to the pandemic are expected from your customers. While failing to implement them will cost you customers, maintaining those standards will not guarantee that you keep...
About this show
"People need to be reminded more often than they need to be instructed." Samuel JohnsonThis podcast offers practical tips, insight, and inspiration to serve as reminders on how to deliver the World's Best Customer Experience.
Hosted by
Bill Quiseng
Categories