CUSTOMER SERVICE / CUSTOMER LOYALTY | Got Spirit?
April 27, 2010
Do your customers have spirit? I was at a great fundraiser yesterday for Las Trampas Inc. in Lafayette CA. It was a football themed event, playing up the rivalry between the greatest university in the world, Cal and another little school in Palo Alto, whose name I can’t seem to recall. The event raised a lot of money, and it was a lot of fun, too! (Thanks to our host, Eric Rudney!)
What impressed me the most was all of us in our school attire! The oldest person was a Cal graduate from the 40’s - and when coach Joe Kapp got up to speak we were all back in college again! Would your customers buy clothes with your logo on it? Would they pay a premium for it? Think about ways you can inspire this type of loyalty and you may open up a whole new revenue stream!
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CUSTOMER SERVVICE/CUSTOMER LOYALTY | Do You Respond to Customer Problems Like an Oil Spill?
April 27, 2010
While the loss of 11 lives in the tragic Golf of Mexico Oil Rig Disaster is truly a shame, and out hearts go out to the families of those injured or killed in the incident, I was amazed at the response from those left to clean up the mess, and how many businesses could use the same approach to attack customer problems head-on.
These oil rig clean-up crews are not just a after-thought. They practice for years and years, making sure they have their response down pat. They anticipate potential threats and devise ways to attack the problem.
Do you anticipate customer problems? Do you run customer drills so that every person in your organization knows what part they will play? Maybe it’s time to start!
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SECRET SHOP/MYSTERY SHOP | Now’s the time to SHOP, SHOP, SHOP!
April 27, 2010
The word on the street is that the economy is starting to recover and consumers are starting to spend. If you cancelled or reduced your secret shopping program as things tightened up, shame on you! If you did, you can still benefit by jumpstarting your shopper program today! Give us a call or reply to this post today! We can get your program rolled out and running within a week! You must do this today, I guarantee you your competition is!
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CUSTOMER SERVICE / CSUTOMER LOYALTY | Will Hertz / Thrifty Car Rental Merger Change the Game?
April 26, 2010
Today’s announcement that Hertz has made an offer for Thrifty / Dollar Rent a Car is both scary and exciting. I’ve always been partial to National or Thrifty myself. They are usually the best price, where Hertz is almost always the highest. One can only hope that the two together will be stronger than apart, and that Hertz will strengthen the new acquisition, while keeping the price down. Let’s keep our fingers crossed!
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INDUSTRY NEWS | Our Thoughts & Prayers Are With Brett Michaels
April 26, 2010
After the announcement that current Celebrity Apprentice star Brett Michaels was in a hospital with a brain hemorrhage, we were stunned and could only pray for his speedy recovery and for strength for his family in dealing with what may come in the future. My own father was paralyzed by an aneurysm at just 47. I’ve lived the adventure of recovery. It wasn’t fun, but it was rewarding.
We wish Brett Michaels’ a speedy and full recovery.
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CUSTOMER SERVICE / CUSTOMER LOYALTY | Do you make your customers feel less welcome than an undocumented worker in Arizona?
April 26, 2010
Arizona’s new law focusing on undocumented or “illegal aliens” scares me to death. Not because I don’t acknowledge the problem with undocumented workers, or that I don’t trust “Sheriff Joe’s” deputies to use their best judgment. It just doesn’t settle well with me to have to carry my birth certificate or passport to prove I’m an American citizen when I walk down the street.
The answer is not to exclude individuals, but rather find a way to include them into our great nation. I heard of a store focusing on “teens” that now offers an “ambassador” to adults who may be shopping and uncomfortable about making a gift selection. I wish they did this wen my daughter was growing up!
The fact is in our day-today business lives, we should try to include as many people as possible. Everybody’s money spends as good as can be. How much are you missing out?
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MYSTERY SHOP / SECRET SHOP | Is Your Service Like the New $100 Bill?
April 22, 2010
The Federal Reserved announced that they would be issuing a new $100 bill soon. It got me to thinking; shouldn’t we all “reissue” our service on a regular basis? The Federal Reserve goes about crafting a new bill, the same way you should approach your service experience. What has your competition copied? What can you tweak to make it new and fresh?
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CUSTOMER SERVICE / CUSTOMER LOYALTY | Celebrate the Administrative Professionals Day!
April 21, 2010
In the “olden days” it used to be “Secretaries Day” now, more aptly titled, “Administrative Professionals Day” reflects the true nature of the job. These are, quite often, the unsung heroes of our day to day business life. They are the ones who must smile in the face of impending disaster. If the truth were to be known, they are the ones who actually makes sure that business moves at the pace the boss sets!
I can recall one administrative professional I worked with many moons ago. Jeannie was always smiling, and positive. No matter how hard the task, or dire the situation, she could find the bright side and focus only on that. She could, and did, tell you to “go to hell” so nicely that you would thank her when she was through. For years, she was at the “top of the heap” and then she did something nobody else had ever done — she asked for an assignment in the “trenches” where the action was. A number of senior managers smiled, and then quietly quashed her dream, behind her back. I’m proud to say that I say her potential and worked to make a position for her. It was an entry level position. The bottom rung, so to speak. However, Jeannie wasn’t there very long. In a matter of months, she was well on her way to becoming a stellar performer through the ranks. Her last assignment before she retired was a regional manager porition, reporting to the director in charge of the retail arm of the company.
Today’s lesson? Have a chat with your administrative professionals and see where they want to go. Help them get there. They will show all your employees “the way things should be done” and act as an example to other employees too!
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CUSTOMER SERVICE / CUSTOMER LOYALTY | Additional May 2010 “Seven Ways to Keep Customers NOW!” Webinar Added
April 21, 2010
ServiceQuality.US and The Service Quality Department announced a new May 2010 date for an additional session of their wildly popular “Seven Ways to Keep Customers NOW!“ webinar. The web event will be held on May 17, 2010 at 10:00 AM (Pacific) / 1:00 PM (Eastern) and is open to a limited number of business owners and managers who are interested in learning exactly how lost customers are making a big dent in their bottom-line. More details are available by clicking here or at http://www.service-quality.com/webinars.html
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CUSTOMER SERVICE / CUSTOMER LOYALTY | “5 Ways You’re Losing Revenue!” Webinar Added in May 2010
April 21, 2010
ServiceQuality.US and The Service Quality Department announced a new May 2010 date for an additional session of their wildly popular “5 Ways You’re Losing Revenue! webinar. The web event will be held on May 17, 2010 at 9:30 AM (Pacific) / 12:30 PM (Eastern) and is open to a limited number of business owners and managers who are interested in learning exactly how missed customer opportunities are costing them money. More details are available by clicking here or at http://www.service-quality.com/webinars.html
Be sure to stop by our other web sites for additional information and ideas about building customer loyalty:
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