Service Simplicity Doesn’t Beat Accuracy

When we asked about easily avoidable customer service frustrations, responses ran the gamut of experiences.  But one theme stood out overall: it is more valuable to be 100% accurate than it is to be 100% accommodating to our customers.  Consider Greatta's story for an illustration as to why. Gretta had ordered a large rug online.  [...]

Making Sure Your Service is Easy

Over the years, we've talked a lot about ensuring that it is easy for your customers to reach you and to interact with you.  From prominently displaying multiple channels through which to contact you on your website, to logical phone trees (or live operators), to clearly developed FAQ's that are easy to find on your [...]

Why Customers Expect Communication

"I just made a big purchase: a car.  The caveat was that they had to find one with my selected options, so it was a drawn out experience.  And while I was very excited about the final product, the process was really stressful because I never knew what was going on or when things should [...]

Businesses’ New Battle Ground

As customers' buying behavior rapidly changes, businesses are constantly encountering new competitors.  It used to be that brick and mortar stores predominately competed with other brick and mortar retailers, but online retailers are increasingly competing for customers' attention and dollars (and vice versa) as the lines between the two categories blur.  So what can companies [...]

How Heidi Does Service

In customer service stories, we often hear about exceptional circumstances that compel a representative to provide service far out of the norm.  But, like we've frequently discussed, quality service has to be consistently pursued day in and day out.  Heidi, who works for the grocer Trader Joe's, shared her approach to ensuring a constant delivery [...]

Service Stories That Will Make You Smile

A lot of stories about great customer service focus on grand gestures, but it is the sustained, day to day delivery of good deeds that make a company's service reputation excellent.  We asked people this week to share an excellent experience they have had or heard about and these are the simple but lovely responses [...]

Scripted Service Can Backfire

Photo credit: Say_No_To_Turtles "It's a great day at Wendy's Widgets!  How may we serve you?"  If this is what you first hear upon calling a customer service department, you're likely to pick up on it being a scripted greeting.  And while the sentiment is nice, does scripting pleasantries devalue the experience? If you [...]

A Culture of Caring

In all of our businesses, we are committed to cultivating a culture of caring for our customers.  But where does that culture come from?  How do we get to the point where actively caring is so natural that it seems the obvious answer to throw in a pair of cozy socks when a customer orders [...]

3 Phrases to Avoid

Artwork by Rick & Brenda Beerhorst As a society, our language norms are becoming more and more relaxed.  The same hold true in the business environment.  But should it?  While our customers may be part of this trend in their daily lives, they still appreciate a more tailored conversation when dealing with us [...]

Amazon Does it Again

Great service in one-off situations is wonderful... for the customer who happens upon it.  But it’s not enough to move the needle on general customer feelings about a company or to establish service as being part of brand identity.  Rather, it’s imperative that a company deliver the unexpected time after time after time to a [...]