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Your Scoreboard Isn’t a Strategy

There is something satisfying about keeping score. When you conduct a mystery shop, survey your customers, or track customer service metrics, the results give you something tangible. Maybe 78% of customers were greeted promptly. Perhaps your satisfaction score rose five points. Or maybe the results went the other way, and…
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You Know What Your Customers Want. But Are You Delivering?

What do your customers want from you? Chances are, you already know. Employees who are friendly, helpful and knowledgeable. They want doing business with you to be convenient. And when they need help, they don’t want to wait forever or get bounced from one employee to another. Recent research from…
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Experience Isn’t Expensive. Replacing It Is.

If you read the business news recently, you may have seen the story of Tony Barzar, a 60-year-old Costco cashier earning nearly $33 an hour. After decades with the company, his retirement savings have grown to more than $1 million. At first glance, it sounds like an unusual story about…
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The One Word Your Customers Want to Hear Most

Think back to the last time you visited a business where you were a regular. Maybe it was a restaurant, your bank, or your local auto shop. The employee looked up, smiled, and greeted you by name. Chances are, that greeting made an impression. Dale Carnegie famously wrote that “a…
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Can Your Employees Describe Your Business in One Word?

Imagine gathering your employees into a room, handing each of them an index card, and asking one simple question: “What’s the most important quality we offer our customers?” No discussion or collaboration. Just write down one word. What do you think you would get back? Would everyone write the same…
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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 Want Results, Not Explanations

Businesses want customers to feel welcome. They hope any problems are handled quickly. And they intend every interaction to leave a positive impression. The trouble is that customers don’t actually experience intentions, only what actually happens. Because a customer doesn’t know that you’re short-staffed today. They don’t know that your…
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When Self-Service Becomes an Inconvenience

Customers love convenience. Many they being able to schedule appointments online, pay bills through a website, track orders from their phones, or find answers without waiting on hold. Self-service tools, when designed well, save time for everyone involved, including employees who don’t have to help with the small stuff. But…
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