by Doug Robinson | Dec 14, 2020 | Customer Service
In his book, Swim with the Sharks without Being Eaten Alive, author Harvey Mackay tells a wonderful story. I’m including it as this week’s Selling Point post, with full credit to Harvey Mackay. Enjoy the read; it will change your perspective about serving customers....
by Doug Robinson | Oct 26, 2020 | Customer Service
Saturday night is Halloween so I’m offering a holiday themed customer service post to fit the season. I’m yammering today about two events that occurred in my world several days apart a couple of years ago. They point to the differences between good and poor customer...
by Doug Robinson | Mar 16, 2020 | Customer Service
Previously in Part 1 of this post, I shared how important it is for salespeople to participate in the customer service arena. I shared the first five suggestions for touching customers in order to maintain their loyalty and happiness. Here in Part 2, I’ll continue...
by Doug Robinson | Mar 9, 2020 | Customer Service
The title for this two-part post is a quote originating from Roger Staubach. If you’re not an NFL football fan, he was the guy who quarterbacked the Dallas Cowboys from 1969-1979, and was MVP of Super Bowl VI in 1972. You might think it strange for a football player...
by Doug Robinson | Jul 8, 2019 | Customer Service
Serve or suffer is my word of caution to all businesses that provide customer service. When service is poor or nonexistent it’s doesn’t end well. Consumer advocate Christopher Elliott cites three examples of companies that didn’t listen to their customers and...
by Doug Robinson | Feb 18, 2019 | Customer Service
Over the years Selling Point has written about and discussed the topic of securing and contacting referrals several times. The main reason for this is that between one-half and two-thirds of all buying decisions are based on recommendations from family and friends....