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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Turning Failures Into Trust

Say you own a busy neighborhood bakery. It’s a Saturday morning, the line is out the door, and a regular customer calls to say the custom cake for her daughter’s birthday (scheduled for pickup an hour ago!) isn’t ready. Somehow, the order slipped through the cracks. It’s a nightmare scenario,…
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Three Simple Tweaks for Better Customer Service

Whatever your business’s wares, whether cuisine, cars, groceries, or something else, your first and most important product is your customer service. How your customers are treated and the impression they’re left with when they leave are the most important factors for both repeat patronage and evangelism. Your impressive selection of…
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