From Lost Trust to Lost Business—How to Avoid This Business Killer

A key executive for one of my clients passed away recently, and although I tried desperately, I could not make my travel arrangements work out properly to get to the funeral service. To make matters even worse, the morning of the funeral I realized I had forgotten to send flowers. I immediately called a florist, … Continue reading From Lost Trust to Lost Business—How to Avoid This Business Killer

What Did You Say?

When I wrote the book The Complete Idiots Guide to Great Customer Service in 1998, we interviewed the Vice President of Hertz Reservations who shared this story with me. Hertz did a survey of their top customers and found out that they were highly dissatisfied with how long it took to return their cars and … Continue reading What Did You Say?

Growing Your Business And Sales Through Great Customer Experiences

The fastest way to grow your business and sales is by providing your customers with great customer experiences. Great customer experiences occur when everyone in the company, not just the sales reps, accept the responsibility and accountability for the role they play in the process. This video shows one example of how people were not … Continue reading Growing Your Business And Sales Through Great Customer Experiences