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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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Blame Is the Game No One Wins

Look, things don’t always go as planned. Mistakes happen, orders get mixed up, and misunderstanding will inevitably arise. It’s a fact of life. To err is human, and all that. What matters most, however, is how we handle these situations—especially in front of customers. We’ve often spoken out about the…
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Connecting with Customers

Building meaningful connections with your customers is the cornerstone of all successful sales and customer service. It’s not enough to push a product of service without giving the customer any consideration; you must foster genuine relationships build on the foundation of trust, understanding, and respect. Let’s examine the fundamental qualities…
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Act Like You Own the Place

When you think of people who act like they own the place, you might imagine overly self-important people, the ones who think they’re better than everyone else. But in the business world, there’s another way of looking at this phrase: act like your own the place means to truly care…
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Commandment No. 8 – Thou Shalt Take Responsibility

Next up on our review of Ten Commandments of Superior Customer Service by Shep Hyken at Forbes, is “Thou Shalt Take Responsibility”. As Hyken explains, “In customer service, taking responsibility means you own it.” As he further adds, “It may not be your fault, but now it’s your problem (to…
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