The tribute to Steve Jobs that’s been floating through my mind can be found nestled in the bridge of a Paul Simon song, “So Long, Frank Lloyd Wright”–his eulogy for an earlier visionary. Architects may come and Architects may go and Never change your point of view. When I run dry I stop awhile and …
From Micah Solomon – keynote speaker, customer service speaker, customer service consultant, and #1 bestselling author of “Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.” Visit with Micah at https://micahsolomon.com. Or, click here for your own free chapter of Micah Solomon’s #1 customer service bestseller, Exceptional Service, Exceptional Profit: The …
From Micah Solomon -keynote speaker, customer service speaker. My battery died briefly on my aging Volvo, and in that gap I lost the stations that had been preset into my car radio. After driving around a few days manually selecting the stations (more or less just one station) I generally listen to, I found myself …
A Customer Service Trend To Embrace–Or Be Left Behind. Read More »
Keynote speaker food for thought Food for thought for professional speakers: “If it’s simple enough to be explained by PowerPoint, it isn’t complex enough to use PowerPoint.” –PJ O’Rourke **** From Micah Solomon – keynote speaker, customer service speaker, customer service consultant, and #1 bestselling author of “Exceptional Service, Exceptional Profit: The Secrets of …
From keynote speaker – customer service speaker Micah Solomon Richard Carlile, a British publisher, bookseller, and campaigner for press and voting rights, spent 1819 until 1823 in prison for distributing the banned works of radicals and reformists and exposés of officially sanctioned massacres. As soon as he was sprung from prison, Carlile tried to skirt …
Self-Service: From Sketchy Backwater to the Mainstream of Customer Service–Or Not? Read More »
From keynote speaker – customer service speaker Micah Solomon Beating Little Kids at Chess When I see customer service employees refusing to budge in disputes with customers over small charges, rushing them out the door when it’s closing time, and a thousand other by-the book, stingy behaviors, it’s troubling to me because it speaks of …
Misguided Customer Service: Beating Little Kids at Chess Read More »
From keynote speaker – customer service speaker Micah Solomon Carl Sewell long ago titled a chapter “Systems, Not Smiles,” in his classic customer service book Customers for Life. He explained his point like this: If the food in a restaurant is lousy, no matter how much they smile and apologize for it, you’ll …
Systems and Smiles: The Customer Service Formula Read More »
I recently watched a skillful manager at a Four Seasons hotel field a complaint from a guest who was hesitant about even bringing up her concerns. Guest (after describing a troubling interaction): “Of course, your employee may have a different perspective from mine on how this went down.” The manager’s immediate response: “Ma’am, as far …
Only One Perspective That Matters: The Customer's Read More »
A culture of saying yes. There’s an ice cream parlor 40 minutes from our home – a delicious enough destination that the drive is no deterrent. The ice cream’s made on premises, the awnings and décor both retro and creative. And the people who work there are nice. Or nice-ish. What they lack is a …
A culture of saying yes: Corporate culture models from ice cream to banking to eBay Read More »
I think you’ll enjoy this 8 minute customer service radio and podcast interview Greg Corombus did with keynote speaker and bestselling customer service author Micah Solomon (yup, that’s me) for his Business Owner’s Toolkit. My subject: “The Power of Exceptional Service.” In the 8 minutes, we cover whether service has recently gotten better, worse, or …
New Customer Service toolkit podcast with Micah Solomon Read More »