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Your Customers Deserve Answers

You ask your customers to tell you how you’re doing. You send surveys, invite reviews, and encourage them to share their concerns. But once that feedback arrives, what happens next? If you record it in a report and move on, you may leave your customers wondering why you asked in…
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When the Rules Don’t Fit

You’ve created policies, trained your employees, and established procedures to keep your small business running smoothly. But sooner or later, a customer will bring you a situation your handbook doesn’t cover. Customers have a knack for that. In “Every Company Needs a ‘Reasonable Department,’” customer service expert Shep Hyken explores…
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Small Things Done Well

Your customers have choices. Regardless of the industry, there’s almost assuredly a crowded marketplace vying for your customers’ attention, offering similar products and services, comparable prices, and equally convenient hours. How do you stand out from the rest? You actually have an opportunity to distinguish yourself in every interaction by…
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The Best Time to Address a Bad Experience? Before the Review

Your customer expresses a concern. Your employee explains the policy. Your customer doesn’t think the situation is fair, and then your employee gets defensive. By evening, the conversation has moved to Google—and suddenly, everyone has a front-row seat. In “The Power of a Negative Review,” customer service expert Shep Hyken…
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