Customer Service

Stop Treating Your Stars Like Crap!

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I’ll always remember the first time I met Jay Leno. It was around 1986, and I was the executive producer of Seattle’s legendary comedy TV show Almost Live! Jay was coming into town for some corporate event, and he had agreed to do a guest spot on our show. We’d arranged to pick Jay up at the airport, so at the appointed time I, along with our show host Ross Shafer (who already knew Jay), and a pre-“Science Guy” Bill ...

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You Are NOT Your Customer’s Responsibility

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You do a great job for a customer, and you’re set! That customer will never forget you! Right? Wrong! As it turns out, it is NOT your customer’s job to remember you!

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Is Your Business Impossible to Ignore?

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When the Beatles first appeared on The Ed Sullivan Show some 50 years ago, none of us could have predicted the unprecedented heights they would subsequently scale. Yet they still electrified the nation. What was it about them that was so captivating–and, more important, how can we apply these lessons to our own businesses?

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Wanna Buy a Fake Egg? Neither Do Your Customers!

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I’m a geek.

How much of a geek? I am a card-carrying member of the International Brotherhood of Magicians (IBM). Need I say more? IBM has a monthly magazine called The Linking Ring, and there’s a regular column that reviews magic tricks, books, and apparatus. In the most recent issue there is a product review that ends with this sentence:

[quote style=”boxed”]So if you are looking for a fake egg that compresses into a relatively small space and pops back into its ... Continue Reading →
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Stop Trying to Fix the Mirror

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I don’t know what world you live in. I mean that literally. I don’t know what business you’re in, what your customers think of you, how people treat you–I don’t know any of those things. I don’t know what world you live in. But one thing that I do know, with certainty, is this:

Your world is a mirror that reflects who you are.

Motivational Speaker Bill Stainton Continue Reading →

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It’s Okay to Say “No” to the Wrong Customer

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I was at an event recently where one business speaker asserted that there were four words you should never tell a customer: “I can’t do that.” And he had some very good reasons for this assertion:

Your competitors love it when you tell a customer, “I can’t do that.”

It’s music to their ears.

When you tell a customer, “I can’t do that,” you’re giving them an excuse to look elsewhere, and you’re opening a window of ...

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Do Your Customers Trust You?

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I’m getting ready to board a plane, something I do several times a week. Each time, I’m putting my trust—and my life—in the hands of the pilot. This is, in all likelihood, a person I’ve never met, and never will meet. But I rarely, if ever, think about it, and I’ll bet you don’t either. The trust is so implicit that you ...

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