(This is the #1 of our Top 5 Most Popular blog posts of 151 posts!) Frustrated. Angry. Irritated. Disappointed. Flabbergasted. Annoyed. Shocked. Confused. This is how I felt recently when I purchased a pair of prescription sunglasses and then returned them because the lenses weren’t dark enough. I purchased the same pair a second time
Ambushed. Heat rising from my neck to my face. Heart beating faster. Brain on overdrive. Panic. Smile through clenched teeth. “Stay confident self.” Answer the question. Admit you don’t know and say you’ll find out and revisit it in the next class. Answer the same question again. Admit you don’t know again. Answer that question
It wasn’t perfect. Well … IT WAS REALLY GOOD, but the timing wasn’t perfect. Before I posted the blog I wrote for today, I couldn’t escape the quiet feeling that I needed to hold off for just one week. Just one little week. You see, deep in my consultant’s soul, I felt the need to
Bad conversationalist or good conversationalist? Over and over again on Saturday night my honey Rick and I found ourselves in situations feeling awkward and struggling to connect with other people. This is not usually the case for me! I love people and getting to know them. However, talking with people Saturday night was like driving
Show me you care with your words! Like many people, we went out to eat Easter Sunday. We were surprised and disappointed the menu was different than the one we had seen on line. Normally, we wouldn’t care so much; however, three out of the four of us in our group were on day 7
Bad attitude? Last week I finished a book titled The Noticer, by Andy Andrews. It’s a great story about a mysterious man named Jones (“not Mr. Jones, just Jones” as he repeatedly explains to others). Jones has an uncanny habit of showing up unexpectedly in the lives of people who have never met him. Upon
Did you know a genuine smile and a name can up your customer service game? I love a good customer experience and know how critical good nonverbal and verbal communication are to creating that experience. So many service providers miss the boat so-to-speak when it comes to truly delivering outstanding service. How unfortunate. Then, there are
No one likes waiting to be noticed, acknowledged, or helped … that is why RESPONSIVENESS is so critical to achieving customer satisfaction. So, what exactly is RESPONSIVENESS anyhow? It is our “willingness to help the customer promptly.” It can be challenging to be responsive when you have multiple customers waiting in line or hundreds of
When it comes to customer service and EMPATHY, the definition changes from the one many of us have learned: “putting yourself in someone else’s shoes.” EMPATHY in achieving customer satisfaction is the individual caring and attention you give to your customer. It is what we do to make a customer feel special, unique, and as
How important is RELIABILITY when it comes to customer satisfaction? Very important! Customers expect you to deliver what you promise. Here are some promises companies commonly offer: Quick Service … it better be quick. Best Prices in Town … prices better be negotiable if it is cheaper somewhere else. In my last two blog posts
