Tag: customer care
4 Things Your Leaders Should Know by Now
For some of my clients, I meet with midlevel directors and managers or frontline supervisors and team leaders to assess what their concerns are, and what support they need to be successful. Way more often... Continue reading
Why Service Suffers When Unhappy Customers Sound Happy
During a recent visit at a client company, the management asked me about the problem of service reps who feel like they’re successful because a customer thanked them graciously, even enthusiastically, for their help, when,... Continue reading
Which Environment Is Being Improved, and Who Really Benefits?
Twice in the past month I’ve stayed at hotels that asked me to participate in new, eco-friendly programs with names like “A Green Choice.” And twice, I agreed to do it, because of the promised... Continue reading
How to Make a Small Tweak in Communication for a Surprisingly Big Change
When I interviewed a group of highly experienced technical employees at a client company last week, one of the things I asked them was what consistently made them nuts on the job. They told me... Continue reading
The Devil’s in the Details. For Customer Loyalty, You Need to Be There Too.
How can you apply enough of the right kind of attention up and down the hierarchy to ensure a seamless customer experience? Pre-Covid, I stayed at a major hotel chain in New Orleans for a... Continue reading
Your Complaint Was Refused? No Surprise, They Don’t Care
If an employee ever says the equivalent of, “Please don’t tell me about your problem; I really don’t want to know,” you can be sure that the organization has bigger problems than the one you... Continue reading
3 Practical Ways to Prevent United Airlines-Style Damage
Oscar Munoz, the CEO of United Airlines, recently ran a public letter of apology as an ad in several major newspapers. A much more detailed, self-abasing version of the apology was sent as an email... Continue reading
Is It Time to Shake Up Shake Shack?
How does the chain break in chain service? Danny Meyer would not be happy with this story. The famed New York City restaurateur and Shake Shack founder has explained that his business strategy is “built... Continue reading