An axiom, if ever there was one. But what if customers see problems with your business that you do not? As customers, we have all had moments where we wonder "where’s the manager" and "can't they see what I’m seeing." Not knowing or not seeing the business through the eyes of the customer can negatively … Continue reading You Don’t Know, What You Don’t Know.
Am I the only one? I think not. It seems the greeting of “higher than normal call volumes” is the perfunctory standard greeting these days when you call a customer service department. Is it really “higher than normal” if that’s the only response customers ever hear? Even when customers knew that the pandemic was wreaking … Continue reading Customers Aren’t Buying the “Higher Than Normal Call Volumes” Excuse
Yes, the COVID pandemic is still affecting business operations almost a year after the initial shutdown in the U.S. If you're a hospital struggling to care for patients with overworked staff, patrons will understand and extend grace. But other establishments who still blame the pandemic for their customer service failures cannot expect the same. There … Continue reading Consumers Are Tired of COVID as an Excuse for Poor Service
Who Are Your First Responders for Customer Care? The term “first responder” has gained a high-level of respect. It doesn’t single out a particular type of public servant. Instead, it is all-inclusive of those who are most likely to be the first on the scene of an emergency. In some instances, the first response comes … Continue reading June 20 – Who Are Your First Responders for Customer Care?
The Key to Who Survives the Economic Crisis What will the “new normal” look like? That’s the big unanswered question. There may be some who still think that life will gradually revert to what it was B.C. (Before COVID). But the realists among us understand that any major crisis leaves a permanent mark on our … Continue reading Customer Communication: The Key to Who Survives the Economic Crisis
4 Key Strategies for Businesses Transitioning Out of Lockdown We may not be there yet, but the time is coming when businesses will reopen, and people will go back to work. Are you doing things now that will ensure that your business is one of those that will bounce back when that happens? Let’s look … Continue reading 4 Key Strategies for Businesses Transitioning Out of Lockdown
The Age of Going Viral – The Good and the Very, Very Bad With all the coverage of the coronavirus, it got me thinking about viruses and how easily they spread. There is nothing systematic about the spread of a virus, especially when it can be spread through the air. You don’t know who might … Continue reading March – The Age of Going Viral – The Good and the Very, Very Bad
Customer feedback can be negative or positive. Regardless of which it is, the customer has taken the time to express their opinion to you. If you acknowledge their communication about your business or product, they feel heard and valued. And since an unhappy customer is more likely to leave feedback than a happy customer, you … Continue reading The Importance of Responding Quickly to Customer Feedback