SERVICE QUALITY | CUSTOMER SERVICE | CUSTOMER LOYALTY: Can BP Survive Oil Spill???
June 14, 2010
WOW! I’ve never been known as a great environmentalist, but every day when I turn on the news and see the devastation brought on by the British Petroleum Golf Oil Spill, I am in shock. If you really want a window on a nightmare, look at the live feed from the oil well itself here.
It appears that BP’s PR department is kicking in - and then they falter again. The President “invited” the senior officers to the White House, and they weren’t sure they could make it. Let me explain, if the President “invites” you, he’s not asking — he’s telling. Short of death, there’s no nice way out!
Entire towns are facing a swift demise, as tourists are staying away because of the tar balls washing up on their beaches. Not just this past weekend, but for years to come! In today’s economy, the majority of small businesses on the Gulf Coast could be wiped out in a matter of days or weeks.
Enough about our trivial problems. I read a statement from BP warning investors that this “situation” may be reflected in their financial results. I damn well hope so. Not just today or this year, but for many years to come. I know of a number of fuel suppliers who have switched their branding from BP. I sure would. (Nothing personal, just business)
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MYSTERY SHOP / SECRET SHOP | BP Oil Spill - Why Checks Are So Important!
May 24, 2010
The news from the Gulf keeps getting worse. In today’s news, BP announced that the stop-gap measure they put in place was sucking up 5,000 barrels of oil! That’s great no more oil - right? Well, it turns out that there may be a few thousands or tens of thousands of gallons of oil coming out than they originally estimated. Oops!
I can only surmise that BP either has the worst estimators in the world or that they lied. (I vote for #2) If they lie about the amount of oil, it goes that they probably lied about their inspection programs too. Probably their safety records. Who did they fool? Nobody. In the end, I don’t know what will be left of BP. My guess is that it will take decades for their reputation to be restored, if they’re around that long.
The same is true of businesses who don’t have a mystery shopping program in place. You’re only lying to yourself. The truth will come out in the end. In the best case scenario, you’ll have to spend more money to attract customers. In a worst-case scenario, you’ll need to prepare for a liquidation after all your customers are gone.
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MYSTERY SHOPPING / SECRET SHOPPING | Is Your Customer Service Like the TV Show “LOST”?
May 21, 2010
You may be a fan of the TV show, “LOST” as I am. Looking forward, with some sadness, to the series finale this coming Sunday, May 22, 2010. I was thinking the other day how so many retailer’s customer service is very similar to the TV show, and the characters.
Sometimes, the characters are good. Moments later, they are mean and evil. Some days, everything is going well. Other times, it’s bumpy at the least. This is where having a consistent mystery shopping program comes into place. A good secret shopper will allow you to identify these differences so that you can manage them. Think about how “lost” we “LOST” viewers would be if we missed the part where we see that Locke was actually killed, only to come back as the “black shirt” for the finale. Or, if you didn’t have the back story to Jacob and how he came to the island. And then there’s Hurley! He’s really beginning to seem quite sane!
If you don’t know what I’m talking about, I would urge you to go to ABC and view the available episodes. Even better, buy the DVD’s and catch up on all your “lost” episodes!
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SECRET SHOP/ MYSTERY SHOP/ SERVICE AUDIT | The Service Quality Department Brings “WORLDWIDE-SECRET-SHOPPING.COM” Online
May 6, 2010
The Service Quality Department announced today that they have brought the new web domain, WORLDWIDE-SECRET-SHOPPING.COM online, effective immediately. The domain was added in order to better assist companies to find The Service Quality Department on the internet, allowing them greater access to customer loyalty building tools and customer service webinars. “Our focus is to bring service quality to more professionals world-wide.” said Dr. Jeffrey S. Kasper, President & Chief Innovation Officer.
Be sure to stop by our other web sites for additional information and ideas about building customer loyalty:
The Service Quality Department
ServiceQuality.US
ServiceQuality.CA
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High Definition Mystery Shopping
SERVICE AUDIT / MYSTERY SHOP / SECRET SHOP | The Service QUality Deparment Brings “SERVICE-AUDITS-WORLDWIDE.COM” Online
May 6, 2010
The Service Quality Department announced today that they have brought the new web domain, SERVICE-AUDITS-WORLDWIDE.COM online, effective immediately. The domain was added in order to better assist companies to find The Service Quality Department on the internet, allowing them greater access to customer loyalty building tools and customer service webinars. “Our focus is to bring service quality to more professionals world-wide.” said Dr. Jeffrey S. Kasper, President & Chief Innovation Officer.
Be sure to stop by our other web sites for additional information and ideas about building customer loyalty:
The Service Quality Department
ServiceQuality.US
ServiceQuality.CA
ServiceQuality.co.UK
ServiceQuality.CN
High Definition Mystery Shopping
MYSTERY SHOPPER / SECRET SHOPPER / SERVICE AUDIT | The Service Quality Department Brings “WORLDWIDE-SECRET-SHOPPING.COM” Online
May 6, 2010
The Service Quality Department announced today that they have brought the new web domain, WORLDWIDE-SECRET-SHOPPING.COM online, effective immediately. The domain was added in order to better assist companies to find The Service Quality Department on the internet, allowing them greater access to customer loyalty building tools and customer service webinars. “Our focus is to bring service quality to more professionals world-wide.” said Dr. Jeffrey S. Kasper, President & Chief Innovation Officer.
Be sure to stop by our other web sites for additional information and ideas about building customer loyalty:
The Service Quality Department
ServiceQuality.US
ServiceQuality.CA
ServiceQuality.co.UK
ServiceQuality.CN
High Definition Mystery Shopping
MYSTERY SHOPPING / SECRET SHOPPING / SERVICE AUDITING | The Service Quality Department Brings “WORLD-WIDE-MYSTERY-SHOPPING-COMPANY.COM” Online
May 6, 2010
The Service Quality Department announced today that they have brought the new web domain, WORLD-WIDE-MYSTERY-SHOPPING-COMPANY.COM online, effective immediately. The domain was added in order to better assist companies to find The Service Quality Department on the internet, allowing them greater access to customer loyalty building tools and customer service webinars. “Our focus is to bring service quality to more professionals world-wide.” said Dr. Jeffrey S. Kasper, President & Chief Innovation Officer.
Be sure to stop by our other web sites for additional information and ideas about building customer loyalty:
The Service Quality Department
ServiceQuality.US
ServiceQuality.CA
ServiceQuality.co.UK
ServiceQuality.CN
High Definition Mystery Shopping
MYSTERY SHOPPING / SECRET SHOPPING / SERVICE AUDITS| ServiceQuality.US Opens “WORLDWIDE SECRET SHOPPING” Info Domain
May 5, 2010
ServiceQuality.US announced today that they have brought the new web domain, WORLDWIDE-SECRET-SHOPPING.INFO online, effective immediately. The domain was added in order to better assist companies to find ServiceQuality.US on the internet, allowing them greater access to customer loyalty building tools and customer service webinars. “Our focus to to bring service quality to more professionals world-wide.” said Dr. Jeffrey S. Kasper, President & Chief Innovation Officer.
Be sure to stop by our other web sites for additional information and ideas about building customer loyalty:
The Service Quality Department
ServiceQuality.US
ServiceQuality.CA
ServiceQuality.co.UK
ServiceQuality.CN
High Definition Mystery Shopping
MYSTERY SHOP/ SECRET SHOP / SERVICE AUDITS | ServiceQuality.US Brings “World-Wide Mystery Shopping Company” Info Domain Online
May 5, 2010
ServiceQuality.US announced today that they have brought the new web domain, WORLD-WIDE-MYSTERY-SHOPPING-COMPANY.INFO online, effective immediately. The domain was added in order to better assist companies to find ServiceQuality.US on the internet, allowing them greater access to customer loyalty building tools and customer service webinars. “Our focus to to bring service quality to more professionals world-wide.” said Dr. Jeffrey S. Kasper, President & Chief Innovation Officer.
Be sure to stop by our other web sites for additional information and ideas about building customer loyalty:
The Service Quality Department
ServiceQuality.US
ServiceQuality.CA
ServiceQuality.co.UK
ServiceQuality.CN
High Definition Mystery Shopping
CUSTOMER SERVICE / CUSTOMER LOYALTY / SERVICE QUALITY | ServiceQuality.US Adds “Service Audits Worldwide” Info Domain
May 5, 2010
ServiceQuality.US announced today that they have brought the new web domain, SERVICE-AUDITS-WORLDWIDE.INFO online, effective immediately. The domain was added in order to better assist companies to find ServiceQuality.US on the internet, allowing them greater access to customer loyalty building tools and customer service webinars. “Our focus to to bring service quality to more professionals world-wide.” said Dr. Jeffrey S. Kasper, President & Chief Innovation Officer.
Be sure to stop by our other web sites for additional information and ideas about building customer loyalty:
The Service Quality Department
ServiceQuality.US
ServiceQuality.CA
ServiceQuality.co.UK
ServiceQuality.CN
High Definition Mystery Shopping
