You don’t use Twitter to tell a friend “Your fly’s undone!”: Customer service & social media feedback

              One of the realities of social media feedback from customers  is that it would feel more comfortable to not receive that feedback at all—the harsher stuff at least—in an open forum. It’s undeniably nicer to have your customers voice their complaints to you directly and discreetly rather than …

You don’t use Twitter to tell a friend “Your fly’s undone!”: Customer service & social media feedback Read More »

To deliver great customer service, put on your verbal uniform

Everyone hates scripting, but professionals do understand the need to wear a uniform.  So when you want your staff to use the right phrases with customers, consider reframing the concept for your employees:  Ask them to put on their verbal uniform when they punch in.                     ****** Also: Here are two longer “College of the …

To deliver great customer service, put on your verbal uniform Read More »

Pay early and often.

Well, early, anyway:  If you can pay your vendors early (or exceedingly on time),  do it.  In our low interest rate environment it’s nearly free to do so. And, it pays dividends. Vendors, just like employees, affect the ultimate outcome for your customers.  You need their full, creative effort now. And you need them to …

Pay early and often. Read More »

15585

First time here?

Not sure how we can help? 

or send me your email and I'll get right back to you
(within 10 minutes max if I'm not driving!) 

(the REAL Micah, not some fakey-fake bot)

15585

ENTER YOUR EMAIL

TO GET 3 FREE CHAPTERS

PLUS Learn the secrets of building the

Worlds Best Customer Service Culture

15585

Thank you! You will hear from us right away.

ENJOY YOUR 3 FREE CHAPTERS

15585

ENTER YOUR EMAIL

TO GET 3 FREE CHAPTERS

PLUS Learn the secrets of building the

Worlds Best Customer Service Culture

15585

Thank you! You will hear from us right away.

ENJOY YOUR 3 FREE CHAPTERS