Managers scratch their heads when observing their staff, wondering, "What makes some employees exemplars of customer service, and some far below par?" While motivated -- and de-motivated -- employees often act on their own, it's their manager who either encourages...
Grow Your Key Talent Blog
Do you honor what your employees’ promise?
Do you honor what your employees promise? Like millions of other homeowners, I recently applied to refinance my mortgage at a lower rate. When a very low rate was advertised on my financial institution's web site, I acted so I could lock in the rate. Wednesday morning...
Are your processes designed for your staff’s convenience or your customers’?
Are your processes designed for your staff's convenience or your customers'? I love my library. It's steps away from me, just across an adjacent street. I order books online, then pop over and pick them up. So convenient. But not everything in this newly rebuilt...
Patience shows exemplary service
I needed to have a document not only notarized, but "medallion-ized," which only the manager or assistant manager can do at my credit union. I called the manager to make sure he'd be there when I arrived and we set a time to meet. I appeared at the appointed time only...
Sensitive service from Prudential
Sensitive service from Prudential My father died a few months ago and left us with a maze of assets to sort out. We found two life insurance policies with Prudential so filed the proper paperwork. Within a few days of receipt, Andrea, an amazing helpful claims...
Lightning Source lightens my load
Lightning Source lightens my load Lightning Source is a provider of short-run and print-on-demand book publishing for small publishers like me. I'd researched dozens of short-run printers for my latest books, and decided on Lightning Source because of the many...
How do you celebrate those who’ve made you successful?
How do you celebrate those who've make you successful? A friend has a license to teach a nationally branded form of exercise. He's been doing it for 25 years, running a successful business of 10 classes/week with 50-100 students per session. It is lucrative for him...
Apple’s unique take on tech support
Tech support has been the bane of many companies. Watching their costs skyrocket, many began charging for tech support beyond a limited time frame. Many (most?) tried outsourcing to India and the Philippines, but some have pulled back to US-based support after their...
Fabulous service from AT&T
I'd been putting off buying an iPhone for several reasons, but a key one was the horror stories I'd heard about the AT&T customer service. I was a happy Verizon customer, often being amazed at the great customer service when I called in with a question. My Verizon...