Take a moment to say hello today

We all live in our cocoons – our preferred foods, music, routes we take to work, and perhaps even the ideas we take for granted. What would happen today if you said hello to someone you didn’t know yet, or someone you haven’t talked to in far too long? It might be great – you…

Have you sent a thank you note lately?

photo by dryicons.comWhen was the last time you sent a physical thank you note? And how about the last time you received one of these notes? Taking the time to write a note by hand is really worth it, even if you don’t know how it’s worth it yet. Sending a note is a sign…

Do some customers deserve better service?

Which customer would you rather deal with: the one who tells you what’s wrong or the one who buys faithfully and then leaves without prior warning? While you might not see the warning signs of the customer who’s unhappy immediately, it’s important to identify when your customers give you extremely positive or negative signals. Some…

It seems like a small thing and adds up

It seems like a small thing to be nice. It seems like a small thing to say “thank you.” And it seems like a small thing to suggest a solution to the problem you found. Yet doing these small things is a powerful catalyst for customer service. Start with the basics: be nice. If you…

A Guide to Becoming a WOW-Maker

Photo by Daniel Y. Go. It’s really great to open your email and get a compliment or hear something nice that a customer posted about you or your company on social media. I call that “Customer Wow” and believe that building Wow is a difference-maker and provides a sustainable critical advantage for your company. If…