Every organization makes mistakes. Things go wrong every day regardless of how good or committed you are. Service Recovery is how you salvage a problem when you are at fault or when you are perceived to be at fault and make the customer fall in love with you. To just say I am sorry is … Read moreNovember Service Recovery
The backbone of great service is empowerment. My definition is for any employee to make a fast empowered decision on the spot in favor of the customer. No asking for approvals. No delays. No moving the request up the chain of command. I think most CEO’s believe their employees are empowered, The description of empowerment … Read moreGet Over Happy Customers with Empowerment
I have worked with Tom Raffio, of Northeast Delta Dental, since April 1990. Back then he and Dr. Bob Hunter implemented a radical Guarantee of Service Excellence at Delta Dental Plan of Massachusetts. In 1995, Raffio took the position of President & CEO of Northeast Delta Dental, which was in financial crisis. He immediately implemented … Read moreHow a Small Insurance Company Uses their Service Guarantee to Increase Revenue 7 times
In 2017, Ping An, China’s second largest insurers and the biggest non-state-owned company by revenue, rolled out a “Superfast Onsite Investigation” system — enabling policy holders to submit claims by simply operating a smartphone app and answering a few questions. Fender Benders, even minor ones, used to mean interminable hassle for Chinese drivers. One could … Read moreAuto Insurance…The Need for Speed.
For over 30 years I have been reading the financial annual reports from Service Leaders. I find that some annual reports are full of smoke because they manipulate data and just dream about being a service leader. Authentic Service leaders, on the other hand, do a great job. I have highlighted key ideas so you … Read moreCustomer Service Leaders Financial Returns
I created the first customer service program called “Feelings” and released it in January of 1980. We have updated the program numerous times and sometimes it’s hard to keep count…. today we have 5 versions of Feelings. All versions and updates focus on 6 core elements. The one thing I have found amazing is that … Read moreThe 6 Elements of Superior Service
I have been talking and writing about customer service longer than anyone else in the world, letting both large and small companies know that it’s fiercely competitive out there and the only way to compete and win is with superior customer service. It will help you retain customers, build market share and improve worker performance. … Read moreWhy it’s Almost Impossible to Implement a Service Culture Plan
Even the most successful companies are in constant competition for business. What sets them apart often boils down to one factor…outstanding customer service. I have spent 44 years focused on customer service. I have written hundreds of articles, as well as 7 books on the topic. I have also been interviewed on television and radio … Read moreSuccess is Staring You Right in the Face
In a September 2018 Money magazine article, authors Megan Leonhardt and Shawn M. Carter did a nice job of showing the value of investing $1000. Very few executives want to copy Jeff Bezos the founder and CEO of Amazon. Sales in 2018 increased $41.9 billion a 31% increase in sales. I suspect this year they … Read moreIf you invested $1,000 in Amazon in 1997, How Much Would You Have Now?
No firm can be a service leader without empowerment. Empowerment means you have to bend rules and policies in favor of the customer. In my book, Empowerment: A Way of Life, I said everyone’s single, most important task every day is to have over happy customers. If you have over happy customers your competition is screwed… … Read moreWhy is Empowerment So Difficult to Use?