How To Get Customers To Conform

The reason your sales and business development outreach isn’t working is attributable to a increasing lack of customer compliance. They are supposed to take your call, listen to your pitch, and by golly – just give you a shot at the order. Everyone gets the same consideration. Everyone gets a chance. These are the rules. Of course if customers followed the rules, you would always win because you have better people, products, and a nifty...

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Great Job? So Sorry!

Dear Customer, My apologies on behalf of myself and our team for delivering a great job. We have failed to exceed your expectations and for that we are truly sorry. I am refunding 10% of your bill, which...

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Be More Valuable – A Good Story about Customer Service

I have been blogging lately on Customer Service topics, and I have to say I am disappointed that so many organizations misread what’s really important to their clients. I am sure I am no different – we all are too close to our own businesses to see the obvious. The saga of my search for a Photographer continued, with a happy ending. There are three important lessons for hiring a professional that I reaffirmed in...

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Customer Service Failures

As you read this, your company is experiencing a Customer Service Failure that neither you nor the person handling the problem is even aware of. That’s the hard part about maintaining customer satisfaction is that most representatives don’t...

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How Obvious Is Your Solution?

I just tried to hire a photographer. She was recommended by a friend and her website and Facebook page didn’t suck, so I reached out. I sent an email using the [email protected] on the website and received thoughtful a reply the next day (with no signature line). After a short exchange we set a time for a phone call. So far so good. At the appointed time, I waited a good ten minutes for her...

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