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Speed – The Backbone on Great Service

Amazon has spoiled all of us. Today people want everything now. Organizations that want to survive have to dramatically increase speed.  If it takes you 48 hours to process an order speed is 2 hours. If it takes you 6 days to ship, speed is shipping the same day. We have several obstacles. Internal barriers … Read more

Are Your Employees Empowered?

Are your employees empowered to make decisions on the spot in favor of the customer? Your single goal should be to have over happy customers. Too many things go wrong each day. You want your employees to understand they are in customer service and their number one responsibility is to take care of customers. If … Read more

Service Recovery: How to Take a Customer from Hell to Heaven in 60 Seconds or Less

Everyone makes mistakes. When you screw up and say, “I am sorry. Our mistake.” it is good customer service but NOT Service Recovery. Most organizations never admit mistakes and less than 1% practice Service Recovery. Keeping customers is critical to your growth. Gaining a new customer is expensive. When you lose one it is super … Read more

Speed Critical to Great Customer Service

I talk about 9 critical elements to drive a service culture. Speed is one of them. Most employees think slowly. What is another 2-3 minutes. Another 1 -2 hours or 1-2 weeks. I am in Hilton Head this week for my 47th wedding anniversary. My wife Pat and I got married here 47 years ago. … Read more

6 Steps for Great Customer Service in 2024

In 1979 I developed Feelings, the world’s first customer service program. It was released in January 1980 and millions of people throughout the world have gone through the program. We have 5 versions of Feelings. Feelings Service Retail. (The video was upgraded in 2023) Feelings for Professionals Healthcare with Feelings (Totally customized for healthcare) Feelings … Read more

Deliver a Service Culture and Customer Experience so Positive that Your Customers Fall in Love with You

In 1980 I released Feelings the world’s first customer service program based on a very simple concept. When you treat a customer like a king or queen they come back, spend more with you, and bring their friends. This is the foundation of great customer service.  When customer service is poor customers don’t come back … Read more

Elon Musk – The Richest Man on Earth

Last month I finished reading the 670-page book, Elon Musk by Walter Isaacson. A book worth reading. When I read a book I highlight the key ideas and mark outstanding ideas with a star. Then I rate the book and put down the date I completed the book.  (This was October 29 and I rated … Read more