The customer is mostly right

Understanding what it takes to provide great service starts with the famous adage about customers: that they are always right. The next step is to acknowledge that the adage must not always be true when you learn about the customer’s story. Yes, the customer deserves to be upset when they bad things happen, and customers…

Turn Off Your Lizard Brain

Seth Godin “You don’t need to be more creative – you need a quieter lizard brain” –Seth Godin Your brain is not your friend. At any moment now you might encounter something scary or unexpected or just plain wacky that will inspire your lower brain functions to conduct a simultaneous takeover of your higher functions…

You are competing for attention

The average person can hold between five to seven items in working memory. You are probably using a couple of those items already. The takeaway – especially when you’re asking customers to do something for you – is for you to ask them to do as few steps as possible. The first step to getting…

Share some interesting things with customers every day

Here’s something interesting I read today on the effects of smartphones on shopping. The article matters because it’s about a big trend (changing habits in shopping, especially in everyday environments like grocery stores) and has long-term societal implications. For example, what will be the next social habit that’s disrupted or changed by smartphones? You might…

Delight the customer when you pick up the phone

Your customers will call you when they want to talk, so you should publish your phone number. It may sound counter-intuitive, but customers actually want to talk to you. Catching the customer at the moment when they really want to talk to you gives you the opportunity to delight them. Delighting the customer doesn’t always…