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Problems may bolster satisfaction
Time and again research confirms that customer encounters in which a problem is resolved quickly and efficiently receive higher satisfaction scores than situations in which there was no problem...
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Owning a problem is the first step towards resolution
Studies by J.D. Power and Associates and others suggest that customer loyalty may increase when problems experienced by customers are resolved to their satisfaction (or, better yet, their delight)....
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Exceptions require exceptional customer service
Have you ever noticed the tendency of frontline employees to become defensive—even surly—when you bring a problem or misunderstanding to their attention? Unless your business has chronic, unresolved...
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Delta connections
Typically, when you think of airline connections, you think of events that occur between departure and arrival at your final destination. But there’s another type of connection that’s equally...
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Good timber
According to a study by J.D. Power and Associates, when a hotel guest’s problem is resolved perfectly, it results in overall satisfaction averaging 80.7, compared to only 74.9 if there was no problem...
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Your customer’s problem is your problem
Earlier this year, after my lawn had been aerated and fertilized, I noticed yellow grass forming along the eastern perimeter of my front yard. My initial thought was that my lawn service had...
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Are You a Genius or Smart?
The following is a guest post by Chip Bell. Chip’s latest book (with Marshall Goldsmith) is Manager as Mentors: Building Partnerships for Learning. There is a really big difference between genius and...
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“I’m sorry. They’re all in meetings.”
Last week, I presented during a conference that was held at a full-service hotel in Denver. My contact at the event mentioned that, earlier that morning, he discovered the iron in his room was not...
View ArticleClik here to view.
Problems may bolster satisfaction
TweetTime and again research confirms that customer encounters in which a problem is resolved quickly and efficiently receive higher satisfaction scores than situations in which there was no problem...
View ArticleClik here to view.
Owning a problem is the first step towards resolution
TweetStudies by J.D. Power and Associates and others suggest that customer loyalty may increase when problems experienced by customers are resolved to their satisfaction (or, better yet, their...
View ArticleClik here to view.
Exceptions require exceptional customer service
TweetHave you ever noticed the tendency of frontline employees to become defensive—even surly—when you bring a problem or misunderstanding to their attention? Unless your business has chronic,...
View ArticleClik here to view.
Delta connections
Tweet Typically, when you think of airline connections, you think of events that occur between departure and arrival at your final destination. But there’s another type of connection that’s equally...
View ArticleClik here to view.
Good timber
TweetAccording to a study by J.D. Power and Associates, when a hotel guest’s problem is resolved perfectly, it results in overall satisfaction averaging 80.7, compared to only 74.9 if there was no...
View ArticleClik here to view.
Your customer’s problem is your problem
TweetEarlier this year, after my lawn had been aerated and fertilized, I noticed yellow grass forming along the eastern perimeter of my front yard. My initial thought was that my lawn service had...
View ArticleClik here to view.
Are You a Genius or Smart?
TweetThe following is a guest post by Chip Bell. Chip’s latest book (with Marshall Goldsmith) is Manager as Mentors: Building Partnerships for Learning. There is a really big difference between genius...
View ArticleClik here to view.
“I’m sorry. They’re all in meetings.”
TweetLast week, I presented during a conference that was held at a full-service hotel in Denver. My contact at the event mentioned that, earlier that morning, he discovered the iron in his room was...
View ArticleClik here to view.
More Proof That Perception Matters
TweetI recently developed a learning activity for a client who wanted his team of 60 commercial property managers to recognize the influence that biases, preconceived notions, and assumptions had on...
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Does your website promise more than you deliver?
TweetOver spring break last month, like many Colorado families, we headed to Breckenridge for the week to ski and board. I had booked a 3-bedroom condominium through VRBO (Vacation Rental by Owner) at...
View ArticleAnticipatory customer service
Last week, three days before Christmas, I returned home to Denver from Manchester, NH after completing my final event of the year. For everyone who has ventured into an airport on December 22, you’re...
View ArticleIgnoring customers is bad for business
Earlier this month my daughter, Kennedy, brought her Bearpaw boot to me and pointed out that one of the buttons (“toggles”) used to secure the elastic laces had cracked. I took a couple of photos,...
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