Uh oh. Ever have that feeling—the sense of dread of knowing that you messed up? And not just a little bit—a HUGE error. We’ve all done it. But when we make a major mistake, what can we do to help fix it? Julie Shenkman, a writer for EmploymentMatrix.com said in an article, “…sometimes the makingContinue Reading …
What does it mean to take ownership? According to Teri Yanovitch, a former trainer for Disney and current customer-service consultant, “Delivering world class service is not a series of techniques, but it is a culture and way of life within an organization. It requires each employee to take ownership of the customer experience by engagingContinue Reading …
Don’t you love it when you show up at a place you frequent and the manager remembers you? They may not always remember your name, but maybe they mention something you talked about last time you were there, and they let you know they’re happy to see you again. People who provide excellent customer serviceContinue Reading …
There’s a saying that the squeaky wheel gets the grease. But what about those who suffer in silence? Did you know that statistically, only about four percent of customers who experience problems actually complain? (Source: Technical Assistance Research Program) If they’re not complaining, what are they doing? They leave. No good-bye, no explanation. Nothing. ButContinue Reading …
Speaking to organizations such as chambers of commerce, service organizations and university classrooms can be great opportunities for small business owners to market their business. However, the fear of speaking may prevent individuals from taking advantage of this powerful tool. Statistics show that three out of four people have some form of anxiety around publicContinue Reading …
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