Your weekly source of sales, marketing, customer service, and management insight - compliments of ETE REMAN

Customer Service

The Soft Touch of Service Recovery

The only purchasing activity worse than car buying, is appliance shopping. The competing features are endless, the delivery takes eons, and the satisfaction doesn’t even come close to that of hopping in a new ride and taking off.  Our dishwasher broke five months ago. I despised the idea of hunting for a replacement so deeply […]

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Developing a Positive Perspective One Glimmer at a Time

Before the dawn of the internet, and specifically social media, we relied on our friends, television, and radio to fuel our pop culture vocabulary. Plastering positive sayings on our Lisa Frank binders in school, reading tagged overpasses while cruising, and mimicking our favorite celebrities gave us phrases such as: “You go Girl!”, and “Eat My […]

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Where’s The Damn Egg?

What happened to the magic, melting golden egg that oozed flavor and oil? It was once the best part of preparing that box of dehydrated chicken noodle soup mix.  The egg shaped vessel provided some semblance that I was actually consuming a chicken like product. I don’t get more soup without the egg. It doesn’t […]

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Clean Your Plate!

I am a planner, a list maker, a sticky note fanatic. There are notes scattered across bits of paper, and doodled in notebooks throughout our house. I have not one, but three calendars. Luckily the web based ones sync up. I always know what has to be done, but finding the right order can be […]

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Can You Hear Me Now?

The lack of effective communication leads to frustration.  Frustration leads to misunderstandings, heated interactions, and dead ends.  Communication is dependent not only on the speaker’s competency of their expression but also the ability of the recipient to accept and understand what is being said. Without one, or the other a barrier to effective communication is […]

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A Rose By Any Other Name: Sweet or Sewage?

“That which we call rose by any other name would smell as sweet.” Not to discredit the greatest love story of all time, or create the greatest debate that Reman U has ever seen, but sorry Will. You are wrong.  Names matter, they give life to an inanimate object, purpose to a place, and have […]

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Know Your Audience

Know your audience. This advice seems easy enough to follow and makes perfect sense, however it’s often easier said than done.  “While driving home I saw my mechanic on the side of the road crying like a little baby.” “I don’t know exactly what happened but he must have had a serious breakdown.” Telling a […]

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Listen With Your Eyes: Nonverbal Customer Feedback

Positions posted for any service industry opportunities could include, “Must be a good investigator and be able to read customers minds”.  Companies rely on feedback to know if they are hitting the mark. As service providers we have to seek out positive evaluations. Comment cards, “How did we do” emails, and even face to face […]

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Every Little Choice You Make

Life choices have consequences. While the word consequence comes with a negative connotation, the true definition is simply, “a result or effect from an action or condition”. These results can be positive and rewarding just as they can be unfavorable and penalizing.  Good choices lead to fruitful effects while bad choices create an undesirable outcome.  […]

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Numbers Don’t Lie

Numbers don’t lie. But they also don’t tell the whole story. Relying solely on hard data leads to tunnel vision. Only one piece of the puzzle is being scrutinized, leaving a sense of overall failure, when in fact the success that is occurring outside of the spreadsheet is far more impactful. Goals that rely strictly […]

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