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I scream, you scream, we all scream for service!
TweetLast night, my family and I visited one of those ice cream parlors that use a heated stone to meld together savory concoctions of an array of sweets and premium ice cream. Because each order is...
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Customer-unfriendly policies
TweetI recently stayed at a full-service hotel in Scottsdale, AZ that offered a nice workout facility with treadmills and stationary bikes that faced a set of wall-mounted flat screen televisions. The...
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Compete FOR customers, not AGAINST them
TweetHave you ever sensed an adversarial, “us vs. them” mentality from employees of service organizations? Perhaps you were on the receiving end of what you would describe as rude or abusive behavior?...
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Does your customer feel like a guest or a nuisance?
TweetMany companies use terms like “guest” and “partner” to convey the intimacy they have with their customers but the reality is that most employees, when given the opportunity, do not behave as...
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Power to the people
TweetIt’s a shame when service-based organizations use safety, liability, and policy as justification for delivering average customer service. “Your safety is our highest priority” is the mantra of...
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Poor service is our policy
TweetThis post is the third in a series that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe you will have encountered one or more of these...
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Service quality is high at Lowe’s
TweetOn Monday of this week I attempted to return a Price Pfister kitchen faucet purchased last year to Lowe’s Home Improvement store. The cashier, Karen, understandably denied my request citing...
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Don’t break your brand promise
TweetMany companies have brand promises that look good in ads, and emblazoned on websites, banners and buttons, but often these promises have little credibility among customers or employees. They are...
View ArticleWhy I Fired Allstate
On June 19th of this year there was a significant hailstorm in my neighborhood that damaged dozens of roofs and automobiles. My Allstate agent texted me on the same day – impressive – and asked me...
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