I recently bought a product at the grocery store. The product itself was wrapped in cellophane and then was inside of a box. The entire box was itself then wrapped in cellophane. I bought the same product before from a different manufacturer, only there was no cellophane on the outside of the box. This time, as I opened the cellophane to get to the box, I thought to myself, wow, this product must really be fresh. I opened it up and I enjoyed it. And when I went back, I bought this new product the next time. My question for…

How good are you at customer accountability? That’s right. Customer accountability. That’s the accountability that we have as business professionals to the clients and customers that we serve. I believe we can apply our accountability in four areas. The first is that we are accountable for our organization to give a great experience. The customer experience should be exceptional. It should be innovative. It should be new. It should have ways that the customer can engage you that are different from engaging the competition because ultimately, clients come back because they’re satisfied with the experience they had. The relationship is…

5 Steps To Superior Customer Service 1. Know who your customer really is. 2. Learn all about your customers needs. 3. Separate their “product” needs from their, “act of doing business with you” needs. 4. Design systems to address your customer’s needs and then exceed their expectations. 5. Empower your entire company to service the needs of your customers. 2 Questions For You 1. Do your customers have any needs that they are not aware of? 2. When evaluating the process that a customer uses to transact business with you, does your process make it easy or difficult for them…

The fourteen year-old girl stood tall and proud.  She had been in this situation before and knew just what she needed to do.  The referee handed her the soccer ball.  She picked out the perfect piece of grass.  The height was just right, and she placed the ball there.  Confidently, she rotated the ball a few times until it sat just right. As she stood up, she started stepping backwards.  She took three steps and paused.  The referee looked at the goalkeeper, then back at the field player, and blew his whistle.  The girl looked down, never making eye contact…