A manager of a large company contacted me because they wanted help increasing their customer satisfaction scores. Their bonuses were based on the customer sat scores and they’d missed getting one the year just ended. They wanted a longer-term solution than a...
Rarely do businesses look at their processes with a fresh pair of eyes — a new customer’s eyes. For example, I’m sure this city’s leaders and the downtown merchant association thought the answer to scarce parking was a 3-story garage. The...
Do your staff share similar attitudes toward customers? I was recently struck by two people working for the same organization in the same function but with opposite perspectives. I like antiques so frequent estate sales. At a recent one, I found a set of 8 dishtowels...
I was engaged to help a team increase their customer responsiveness when I heard this tale which happened soon after I took the assignment. The manager of the customer first contact area decided to close that area for 2 hours to have a 1-hour meeting with staff to...
There was no signage touting “Free side order for new customers.” Nothing to suggest I’d get a gift. So imagine my delight upon telling the cashier I was new to Smashburger and him comping me the fries I’d ordered with my burger. Astonished, I...
I had to sign some documents at a bank as Board Secretary of Together We Can Change the World. I called the bank officer and arranged to come in the next day. I called her on the appointed day to tell her I’d be there in 20 minutes. When I arrived, I had to wait...
