I got to answer this question for myself a few weeks ago when I spoke in Kuala Lumpur, Malaysia. I had two engagements, one speech for the Malaysia Association of Professional Speakers annual convention, where I spoke on "TurboTime: Maximizing Your Results Through...
Grow Your Key Talent Blog
Soaring customer service
The last seminar in Singapore was for 90 cabin crew of Singapore Airlines. I'd flown from SFO to Singapore as well as to and from India on Singapore Airlines, so had scrutinized the staff and their service. I had plenty of examples to sprinkle in my presentation on...
Sales techniques learned from Indian shopkeepers
In Agra, our group descended the stairs into the marble shop where ten men sat on the floor before us. We seated ourselves on the long bench to observe their craft. Sam, the shopkeeper and guide, walked us through the making of the intricate marble tabletops, boxes,...
Singaporeans show their hospitality
In Singapore, I was honored to work with superb clients. Thanks to Philip Tan of Professional Sales & Marketing, I spoke to 700 financial advisors for a very large insurance company. Philip exemplified customer service and follow through, making sure the client...
Customer service and sales observations from India and Singapore
I spent all of January in Singapore and India, so got to observe lots of good and bad sales and service techniques. Two of the weeks were vacationing in India with 17 North American women, and two were working in Singapore. (I delivered ten presentations in 8 days....
The less-than-festive holiday lunch service
A friend and I scheduled a special holiday lunch at one of the finest San Francisco hotels. Unfortunately, the service we received was less than we'd get at a take-out restaurant. Let me share the story and then examine what could have been done. * We arrived at our...
Exemplary customer service starts at the top
I've recently learned about two leaders who exemplify outstanding corporate customer service leadership. They are in an industry not known for innovation -- automobile sales and service. Rita and Rick Case now own 14 dealerships in 3 states with nearly 1000 employees...
Do something different to set your company apart at Halloween
Would you like to generate positive buzz about your company this Halloween? Do something different this Halloween -- sponsor Books For Treats in your area. What is Books For Treats? It's a program that encourages you to give gently read children's books to your...
Do you know how your customers are being treated?
Meeting with a potential client last week for a customer service improvement project, I asked if they monitored their staff's phone calls. The response was what I hear from 95% of my clients. "No." When I asked why not, there was some stumbling and fumbling and the...