Tag Archive for 'Customer Service'

Customer Service 101

I have to admit this is one of my pet peeves… People not answering their emails. Here’s the thing – I’ve done an informal analysis and I can make this claim with absolute anecdotal certainty. Your success in business is directly proportional to your responsiveness, follow-up and follow-through of your emails. I can without a doubt, pin-point a struggling business person or entrepreneur when it takes them DAYS to respond to an email. Of course notwithstanding annual leave or illness.

I mean it – Anyone that I know who is struggling financially or professionally (and I don’t know that many) EVERY SINGLE ONE has appalling email communication skills.

There, I said it.

Now I feel better. But y’know what? It doesn’t matter that you tell these people that in 2010 it’s unacceptable that they take 3, 4, 5 or more days to respond to a PERSONAL – non mass broadcast email.


They are completely and totally obsolete – they just don’t know it yet.

Their suspects, prospects and clients know it – they are dealing with other more RESPONSIVE companies.

I know I am.

I have ‘left’ at least 3 unresponsive companies/suppliers since the beginning of this year alone. Not because they can’t offer the product or service, but because they can’t and won’t respond quickly enough.

These dinosaurs have no idea that EXTINCTION is around the corner…

Here’s the thing – let’s put them out of their misery more quickly — QUIT USING ANYONE WHO DOESN’T RESPOND QUICKLY ENOUGH AND REWARD THE GO GETTERS WITH MORE WORK!

I know that’s what I’m doing and that’s what I am suggesting my clients do – to get BETTER results, in today’s inter-connected world and economy, it’s a MUST.

If you don’t know how to get through all your emails – you need to join my Platinum Program. I have already revealed at least 10 email management tips on my various blogs over the past 2-3 years… If those haven’t worked – you need hands-on assistance!

The customer is not always right

Recently, I attended the 2010 Vancouver Olympic Winter Games and I came across this story about one of Canada’s top franchises that banned a disruptive client from its stores.

I don’t know the details of the story, but I like the fact that the retailer made the decision it wanted to make – to get rid of a disruptive client.

Continue reading ‘The customer is not always right’

How To Lose 33% Of Your Sales In 30 Seconds

As an eternal optimist, I rarely focus on the negative, but today’s an exception worth sharing. Monica and I spent 2 days at a ’boutique hotel’ on the Southern New South Wales coast this weekend. The property was magnificent, Internet broadband was fast, the breakfast sublime. So what could be negative about that?

The owners and staff had an ‘edge’ to them that each time we requested something, their tonality was such that it was felt that we were putting them out, disturbing them or otherwise inconveniencing them.

Monica and I thought it was just our acute sensory perception, but this morning at breakfast, the waitress broke the camel’s back with another guest when she ‘forced us out’ of the breakfast ‘house’. She said we had and I quote “We need you to leave so we can close up here.” WITHOUT explanation or apology.

The guest was stunned – I was stunned. Monica was stunned. Continue reading ‘How To Lose 33% Of Your Sales In 30 Seconds’

An Exponential Customer Service Idea

Every once in a while I come across a fantastic idea that I just have to share with you. I was recently on The Great Ocean Drive in Torquay at a restaurant called Growlers that has GREAT FOOD and ambience on The Esplanade…

But that’s not why I’m blogging about it today – they also had this Exponential Customer Service concept that blew my mind – a fantastic idea that every restaurant should consider…

Exponential Marketing Idea To Keep kids Busy AND QUIET!

Exponential Marketing Idea To Keep Kids Busy AND QUIET!

This is absolutely brilliant – kids get to be creative, have fun and are quiet – it’s a win-win-win-win for the restaurant, patrons, parents and kids!