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City of Moscow is a Service Leader

Many people do not love their government. Too much bureaucracy, lack of speed, poor hours and often unfriendly people. Most large cities in the US are poorly managed. Most lack customer service. More concerned about politics than their customers, taxpayers and citizens. This is true in most large cities in the world. Moscow is light … Read more

Service Recovery Critical to Keeping Customers

Every organization screws up every week and probably every day. You have two choices. Focus on keeping the customer or let them defect. It appears most large firms have unlimited marketing money so they believe that it really does not matter. Frederick Reichheld at Harvard Business Review has research that shows if you can reduce … Read more

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

How to Take Advantage of COVID- 19 to Increase Sales

Most firms this year have eliminated or cut back on customer service. This is a serious mistake and an opportunity for you to grab market share and sales. Everyone is avoiding customers. Phones and are not answered or it takes 5-20 times longer than normal. The offices are closed. Vail Resorts I always considered a … Read more