customer service
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What’s In a Name? Maybe a Sale!
It may surprise you (or maybe not) that the vast majority of salespeople handling the calls never ask for the…
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PR case study: Apple’s iPhone response
It's interesting to see how a huge company like Apple (which has been riding a wave of positive buzz in…
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Remember Your First Time?
While that may not be possible for every customer, it may be a good idea to try to go the…
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Empowerment Starts at the Bottom
Empower your front line people to make decisions. Allow them to assist the customer.
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Anticipation: The key to customer service
This past Saturday was my five-year-old’s birthday party. Nine boys and their parents had pledged to join my husband, son…
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Good communication makes happy customers
One lesson at last year's Marine Dealer Conference and Expo that I think surprised a lot of dealers was the…
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Investing where it counts
I was going about my normal boating news searches this morning when I stumbled across an article written by a…
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YOU set the tone for customer service
Last week, I stayed at the Rosen Plaza in Orlando. It’s a potential home for the 2010 Marine Dealer Conference…
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Exceeding expectations one promise at a time
A week before Christmas, I was delighted to receive a $100 clothing store gift certificate as a “thank you” for…
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How trust determines who we do business with
About 10 years ago, I learned a great lesson about finding a service shop you can trust.
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