Get Ready for the 4th Quarter During the Dog Days of Summer

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  The dog days of summer are the perfect time to prepare yourself to finish the year strong. Let Jeffrey tell you how to make customers love you, keep them coming back and tell everyone they know. • Loyalty. What is it? How do you get it? • 12.5 Principles of Customer Service • … [Read more...]

Is It Satisfied Customers You’re After? NO! It’s Customer Loyalty or Nothing

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I’m sick of customer satisfaction. The worst companies in the world tout the fact that they won some satisfaction award. It’s not just a bad joke. It’s a pathetic statement. Every company is hoping that their customers will reorder. They’re hoping that their customers will spread the word about how … [Read more...]

The Secret of Lousy Service and How to Fix It

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Last week I promised the answers to why lousy service occurs and how to fix it. If you didn’t read part one, stop now, and go here! The answer revolves around four words you already know: positive attitude and personal pride. Let’s start with a little background… Here are the reasons or feelings … [Read more...]

Serve Memorably

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Think about the most memorable service you have ever received. Ever tell anyone about it? Now think about the service you provide to your customers. How many people are talking about you? ANSWER: Not enough. Every time a customer calls it’s an opportunity. The only question is: how are you taking … [Read more...]

The Countdown for The Laws Book is HERE | 11 Days and Counting…

Unbreakable Law 12: Serve Memorably CHALLENGE Think about the most memorable service you have ever received. Ever tell anyone about it? Now think about the service you provide to your customers. How many people are talking about you? ANSWER: Not enough. Memorable service cannot be a haphazard … [Read more...]

The LOYALTY solution is real simple.

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Not real easy. 1. Change your survey to "loyalty based" questions and responses. In most cases all you need to do is add the words why or how to the front of your existing "customer satisfaction survey." 2. Have the staff necessary to document and discern the information. Your customers will be … [Read more...]

Are You Always Right or Wrong? Probably Right. Too Bad.

Why do salespeople always have to be right? Why do customer service people always have to be right?   When a customer calls and has a question, a concern, a complaint, or needs an answer, the first words out of your mouth set the tone for the transaction. And these words lay the foundation … [Read more...]

What’s the Sincerity Level of Your Message?

When someone tells me to “Have a nice day,” I don’t think they mean it. I think they’re just saying it as a kind of mundane, almost impolite, form of politeness. Forced nicety. Said out of habit, not sincerity. To me, it’s not just thoughtless, it’s also meaningless. Heck, half the time people don’t … [Read more...]