Apr 24, 2012
BASICS
1. TAKE THE TIME TO GET IT RIGHT
a. This should be discovered, and not rushed
tags:
the speed of trust ,
reputation management ,
profit ,
making money ,
increase sales ,
go the extra inch ,
customers REAL needs ,
customer service ,
customer satisfaction surveys ,
customer loyalty ,
customer focused mission
Feb 05, 2012
It was great to read in the papers last week about Hakin Berkani, a traffic warden who did his job properly (and warned a motorist to move, rather than issuing a ticket) and was sacked, was reinstated into his job.
He angered his bosses by refusing to honour a secret quota system (allegedly) which dictated that wardens should issue at least 10 tickets per day: the court heard that, as a result of this pressure, some wardens adopted a 'predatory and in some cases dishonest approach'.
No, really? Surely not!
Jan 12, 2012
Curious about todays poor Christmas results announcements from Tesco, I decided to visit my local Tesco Superstore, as I haven't been there for a while, to see if I could notice anything different, that might help explain their problems.
And besides: it's sale time and my wife's birthday in a month so they might have some cheap hoovers or ironing boards!
Amazingly, I immediately noticed some glaring issues: they have really lowered their game (and there were very few bargains compared to their rivals ... (got some fab stuff in Sainsbury's last week)).
Dec 30, 2011
Here's my nomination for absolutely outstanding service in 2011: Victorinox (those people who make those fab Swiss Army Penknives). Here's the story: it's short and sweet.
I was given a Victorinox penknife on my 16th birthday.
Some 30 years later, the tiny metal ring that attaches it to a keyring wore through from over use (everything else was still working 100%). I emailed Victorinox in Switzerland to see if it could be repaired.
tags:
trust ,
success ,
service quality ,
sales building ,
reputation management ,
referrals ,
increasing profits ,
great service ,
great or poor ,
go the extra inch ,
customers REAL needs ,
customer service ,
customer relationship management ,
customer loyalty ,
customer focused mission ,
customer focus ,
building business
Jul 12, 2011
How Apple deliver outstanding sales and service!
Apparently more people now visit Apple’s 326 stores
in a single quarter than the 60 million who visited Walt Disney’s four biggest
theme parks last year!
tags:
sales building ,
making money ,
increasing profits ,
great service ,
go the extra inch ,
empowerment ,
employee engagement ,
customers REAL needs ,
customer service ,
customer relationship management ,
customer focused mission ,
customer focus ,
building business
Jul 06, 2011
Here's a great and real example of how great service in small things can bring HUGE benefits to an Organisation.
I work with a professional services organisation, and we do regular customer feedback calls for them.
In a recent call, a customer said: 'They handled this very small matter so well, and with such care and diligence, that we then considered them first (and gave the business to them) when we had a £30,000 contract to award.
Jun 22, 2011
How many people have been on customer service training, and come away thinking: I know all that: it's common sense!
Exactly!
You can take a horse to water but you can't make it drink!
