michah solomon

Consciously creating your corporate culture: Just a frill?

              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 …

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Labor Day, customer service, and serving your employees

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, …

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The 5 words you can NEVER say in customer service: "Did you plug it in?"

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 …

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In customer service, digital distraction spells death

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 http://customerserviceguru.com   Digital distraction among your customer-facing staff spells death. It’s death to customer relationships, as in a recent hotel check-in: …

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The Four Elements of Delivering Customer Satisfaction

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 http://customerserviceguru.com Before an organization can even think about delighting customers, it needs to be able to consistently deliver what it takes in …

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Improve your customer service by channeling a big wet dog at PETCO

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 http://customerserviceguru.com The range of how much (or how little) a single employee can give to an organization and its customers is …

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No food, no drink (and no customers) allowed!

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 http://customerserviceguru.com When visiting the postcard-perfect town of Bar Harbor, Maine, I’ve noticed that a social virus of sorts has spread from …

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Learning customer service (and serial positions) by being blindfolded

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 http://customerserviceguru.com If you were here with me right now, the first thing I’d need to do [if you really want to …

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