Building a Service Culture

If You Want an Employee to Make an Empowered Decision, It Takes 2 Miracles at One Time.

The most difficult skill to get almost any employees to use is Empowerment. Trying to get an employee to make a fast, empowered, decision in favor of a customer takes two miracles at one time. Regardless of how committed the CEO is, it is almost impossible to get your employees to spend even $5 without asking their supervisor or manager for permission.

Why did Oral & Maxillofacial Lose $7,000?

Almost all U.S. firms believe they are awesome at customer service, speed, empowerment, and service recovery. They are living in La La Land. I demand great service and firmly believe we all should. I will NOT give money to firms that suck at customer service. 

Who is the Most Customer Driven Firm in the World?

The Power of a Service Guarantee.

Every year I share results from Northeast Delta Dental. They provide dental insurance in Vermont, Maine and New Hampshire, three small U.S. states with a population of 600,412, 1, 292,816 and 1,330, 600 respectively for a total population of 3, 223,828

Does It Really Pay to Focus on Exceptional Service?

Any company that can build a brand around exceptional service will increase its value by at least 25%. Frankly, it could be 100-400%. Below you will see the results after 13 years. Share with your leadership team. I will put the highest returns on top and the lowest on the bottom. This is from December 31, 2016...

Who Will Uber & Lyft Put Out of Business

How hitchin' a ride with these guys may just put taxis out of business. 

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The Foundation of Customer Service
Every one of these tenets is an essential part of high quality customer service. Can your company afford to lose business by missing even one of these basic traits? what's your return on service?

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Bad customer service loses money.
Find out how much money your company has lost due to its poor customer service practices with our "Return On Service" calculator.  what's your return on service?