Turn Phone Complaints into Phone Sales

Having been married for well over 30 years, I live by the mantra that “I don’t care about being right, I want to be happy.” And I know that when my honey isn’t happy, nobody is happy at our house! Although it sounds crazy, when handling customer issues, the perception...

Well Done Is Better Than Well Said-Part 2

Picking up where I left off after Part 1 in last week’s post, I was met by Allen Miller, who smiled and asked, “How are you doing today.” I calmly told him I wasn’t really sure how I felt,” and then went on to tell him what happened and recited my follow-up trip there...

Well Done Is Better Than Well Said-Part I

If you are unfamiliar with the quote used as the title for today’s post, it came from Ben Franklin, and if you haven’t connected the dots yet, today we’re addressing customer service. Please don’t mistake this as buzzwords for telling people how awesome you are, it...

Earning and Maintaining Buyer Trust – Part II

I’ll pick up where I left off last time at the end of Part I, with the final five C’s relating to trust traits. 4. Consistent– People are more trusting of those who are transparent and project toward thema “what you see is what you get” with no surprises, demeanor....

Trick or Treat?

I’m yammering today about two events that occurred in my world several days apart just a couple of weeks ago. They point to the differences between good and poor customer service that I write about from time to time in this newsletter. I’ll start with the positive...