How many of you have been asked to complete a survey before? Did you actually fill it out? Were you honest with your answers? Many times companies and organizations are looking for feedback to help improve their customer service, programming, or overall customer experience. However, there is really only one question on any survey that…
The Ripple Effect
May 14, 2014 By
Why is it that something so small can have such a big impact? That the smallest of details has the power to change everything? In the business world we see it every day. A reckless comment by an employee to a customer is all over the news, an inappropriate post goes viral on social media,…
The Ideal Vendor
May 8, 2014 By
The ideal vendor. If you listed all the attributes of the ideal vendor what would it include? Quick response time. Professional appearance. Knowledgeable staff. Great customer service. Friendly and approachable employees. Trustworthy. Reputable. I’m sure we could list many others, but the point is we know the qualities of an ideal vendor. In the circles…
The Next Level
April 11, 2014 By
It’s a good feeling to know that others are actually reading what you write. But it’s a great feeling to engage in a discussion with someone who not only read what you wrote but had insights to share that taught you something new. I am a big fan of collaboration. And I love the saying…
Through Your Customer’s Eyes
February 19, 2014 By
How do you feel when you receive poor service? Whether while patronizing a fast food restaurant, the dry cleaner, sporting venue, or car dealership. Do any of these feelings pop into your mind: disappointment frustration anger dissatisfaction Now, depending on the size of your purchase, would it be safe to assume that your level these…
Listen Up
December 27, 2013 By
Do you listen or do you hear? I ask because there is a big difference between the two. While dining with some very good friends, our conversation turned to resolutions, in honor of the impending new year. At first the responses around the table were rather typical, but then someone made an interesting comment. He…
Marketing Culture
September 4, 2013 By
While driving home from our family reunion this summer we stopped for a bite to eat at a Chick-Fil-A. I noticed the line of cars in the drive-thru and the number of cars parked in the lot. My initial reaction was “oh no, maybe we should find another restaurant.” I’m glad that we didn’t. Not…
Actions are louder
January 3, 2013 By
I was at an round-table discussion recently and found myself listening to a competitor talk about their business. I kept hearing words like: “we care about our clients” “we empower them” “we do what’s in their best interest” I started to think that all that should be a given. It really doesn’t need to be…
