In my book Relentless, I talk about what happens if you are not relentless. Relentless has to be a lifetime commitment. A focus on customer service can’t be an add-on. If you’re going to be successful, you’ve got to be “Relentless”, today, tomorrow and for all time. In May 2003 I invested $1,000 in 9 … Read more Customer Service Role Models 17 years Later: May 2003 vs September 2020
My new hardcover book, Relentless will be released in September or October. The cover is below. With the pandemic, customer service has been put on the back burner for most US firms. Customer service is the worst I have seen it in 40 years. After months of a lockdown you would think firms would be … Read more Relentless
The world has been shut down globally while the COVID-19 is ravaging the world. Many of us are supposed to not leave our homes on a global basis. I want to help you make lemonade out of lemons. I have 2 free books on my web site you can download for FREE. Both books will … Read more Free Books On Success During COVID- 19 Pandemic
I am in the process of writing a new hardcover book for an expected release date of September titled “Relentless”. With Customer Service being my lifelong commitment, I figured my next step is to write a book about what I feel is the one trait most successful business owners and leaders need and that is … Read more Being Relentless, The #1 Trait for Success
As we enter 2020 I wanted to share some ideas on how you can personally become a Rockstar and develop a team of Rock stars. Great employees are valuable. I am taking the focus of this newsletter from my book Moving Up and wanted to share with you. As a New Year’s Gift, I am … Read more A Step-by-Step Guide to Creating your Success Moving Up
There any many doors a customer enters, and many people the customer interfaces with, when one person screws up it impacts the entire customer experience. It first starts with Strategy. This is where most companies miss the mark. Many think they are in healthcare, retail, banking, insurance, government, etc. Very few realize they are in … Read more What is Customer Experience?
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 more November 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 more Get 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 more How 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 more Auto Insurance…The Need for Speed.