 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 dĂ©cor 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 »
Some years ago I heard Tom and Ray Magliozzi–the humorous polymaths who host Car Talk on NPR–clue in an exasperated caller to their theory of customer service: Half the companies out there are like Honda – so rarely do they encounter a problem that when they do, the startled dealer is woefully unprepared to handle
The Car Talk theorem of customer service Read More »
Consciously striving to create a positive corporate culture may sound like a fluffy, expensive frill. But it brings hard-nosed, impossible-to-knock-off results. Ask Southwest Airlines: A host of low-cost, short-haul competitors (Remember United’s “Ted” brand? What, you don’t?) Those copycats are gone now: Southwest’s culture–a culture that’s impossible for
Consciously creating your corporate culture: Just a frill? Read More »
Labor Day is a good time to remember: you’ll never achieve great customer service without great employees – treated in the manner they deserve. There’s no shortcut here, no way to “game” this. The overlap between the “greatest companies to work for” and the companies with the highest-rated customer service is enormous. Container Store, Costco,
Labor Day, customer service, and serving your employees Read More »
DYPII : Did You Plug It In? Photo and article © Micah Solomon The language of service recovery When a customer contacts you to complain about your service, or needs your help in addressing a service-related breakdown – what I call “service recovery” – there is almost nothing that matters more to your ultimate success
The 5 words you can NEVER say in customer service: "Did you plug it in?" Read More »
By 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://customerserviceguru.com Digital distraction among your customer-facing staff spells death. It’s death to customer relationships, as in a recent hotel check-in:
In customer service, digital distraction spells death Read More »
By 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://customerserviceguru.com I find a lot to admire at Southwest Airlines – not an unusual outlook for a customer service speaker, author, and
Even mighty Southwest Airlines can't win 'em all, in Social Media Land Read More »
By 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://customerserviceguru.com Before an organization can even think about delighting customers, it needs to be able to consistently deliver what it takes in
The Four Elements of Delivering Customer Satisfaction Read More »
By 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://customerserviceguru.com The range of how much (or how little) a single employee can give to an organization and its customers is
Improve your customer service by channeling a big wet dog at PETCO Read More »