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The Service Strategy

I have been following service leaders for over 30 years. Too many firms spend a fortune on advertising trying to attract customers like Schwab that have awful service. Every few weeks they run a full-page ad in the Wall St. Journal that probably costs about $50,000 for each issue. They should spend the money training … Read more

Proven Process for Driving a Service Culture

During the next several months I will share this proven process and formula I have been helping leading organizations across the US and world master.  Some use just my service strategy seminars. Others use our leadership courses to help create a service culture. Some prefer to start with our Certification Seminars, books and training programs … Read more

The Magic of the Customer Experience

There are so many elements that make up the customer experience. To some, it is courtesy. To others its speed. To some, it is knowing about your products and services The obstacle many of us face is we think we’re awesome at customer service. We reinforce this with fake surveys which organizations spend a lot … Read more

Make It Easy for Someone to Do Business With You

Customer service is not very hard. I think very few firms really try. There are 4 doors you need to use. Door One your physical location. This is the most expensive. Your business need to have hours convenient to the customer. Few firms do. Most banks are open hours and days convenient to the owner … Read more

Seven Steps on How to Survive the COVID-19 Sales Downturn

Customer service in the US has reached a new low. Frankly it is getting worse each week. You’d think with all the closed businesses due to the pandemic that the companies that are struggling would be so much more aware of their customer service.  The problem is almost all CEO’s believe they provide great service … Read more