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Your Employees Know the Policy, But Do They Know the Reason?

Greet every customer promptly. Ask open-ended questions. Follow up with prospective customers. These are all perfectly reasonable customer service standards. You may have some version of them in your own employee handbook or training materials, or even have them printed on poster hanging in the breakroom. But there’s an important…
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When Friendliness Falls Short

Imagine a customer calls your business with a question. Your employee answers promptly, speaks pleasantly, and seems genuinely interested in helping. They don’t know the answer right away, but that’s okay. They promise to look into it and call the customer back. The customer hangs up feeling pretty good about…
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Your Most Important Competitor Is “Yesterday”

If you’ve ever played golf, you know there are two different ways to keep score. The first is simple. Every hole has a target number of strokes called par. It’s the standard every golfer is trying to achieve. The second score is often the one that matters most to amateur…
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The Real Test of Customer Service Starts When Something Goes Wrong

No business is perfect. Products arrive damaged. Employees make mistakes. Technology fails. Policies create unintended consequences. Even companies with exceptional customer service occasionally disappoint a customer. The question isn’t whether your business will experience service failures. The question is what happens next. In a recent article, customer service expert Shep…
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Customers Shouldn’t Have to Repeat Themselves

You know the pain of calling a business with a question or problem. You explain the situation in detail, answer a few questions, and provide the information they need. Then you hear the dreaded words, “Let me transfer you to someone who can help.” A few moments later, the next…
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Customers Don’t Want Excuses

Customers are often more forgiving than businesses realize. A delayed order, a long wait time, a scheduling mistake, or a billing issue usually will not destroy the relationship by itself. What damages trust is when the customer feels like nobody wants to take ownership of a problem. They don’t want…
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Dealbreakers: The Small Moments That Cost You Sales

Most sales aren’t lost dramatically. Customers usually don’t storm out or announce they’ve decided not to buy. Most of the time, they just quietly lose confidence somewhere during the interaction. And usually, it isn’t because of one huge mistake. It’s the accumulation of small moments. Maybe it’s a long pause…
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The First 30 Seconds Are Where Businesses Lose Customers

Think about the last time you walked into a business and immediately felt like something was off. Maybe no one acknowledged you. Or maybe they did, but it felt distracted. Maybe you weren’t sure who to talk to—or worse, you felt ignored. First impressions are formed in the first 30…
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Customer Loyalty Is More Than a Punch Card

When business owners talk about customer loyalty, the conversation often drifts toward rewards programs, punch cards, or clever marketing tactics. But real loyalty isn’t built on a foundation of gimmicks. It’s built on three easy-to-understand goals: First, the customer is satisfied with what they bought. Second, they come back the…
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