Customer Service Archives - Page 12 of 17

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

Right Person, Wrong Seat

Inertia on the Field: Practice, Progress, and Growth

If It’s Not the Job, It Might Be You

Busy But Bored: The Ultimate Conundrum

Being a Porsche in a Ford World

From my life experiences, I have noticed that the majority of “non-car people” assume that when it comes to a Porsche, you’re only paying for the name and that the price of one does not reflect the cost of parts. On the other hand, you have a solid domestic like a Ford. A Ford is […]

Trade Shows: Giveaways or Takeaways?

If you were at the VISION Hi-Tech Training & Expo in Overland Park, KS a few weeks ago, you might have noticed a couple of things in our booth: Mad Pop-A-Shot basketball skills. An eager team of trans slingers ready to talk reman. New faces. While we are no strangers to a trade show floor, […]

Forrest Gump Was Right

You bought a new pair of pants. It’s that special day and whoops! You gained five pounds- and they don’t fit anymore. You bought a new fridge and by golly, it’s a ½ inch too big. You bought a transmission – and the install didn’t go as planned. Forrest Gump said it best: “S%!t happens.” […]

The Honey Effect

“Ma’am, I’m trying to look into this, but – – I understand, but – – If you could…” I could tell by the conversation that my coworker was getting backed into a corner. I could see (and hear) her getting upset, so I asked her to transfer the hot customer to me. I allowed her […]

The Best Time of the Year

The holiday season is one of my favorite times of the year. My mom will fill the kitchen with enough food to feed an army – including the secret recipe family cheesecake that takes days to make just right. My dad will cart out stacks of board games from the garage – even the ones […]

Waiting, Expecting, and the D.M.V.

Waiting in line can be exciting. The kind of waiting that ends with a roller coaster ride or with the purchase of concert tickets to your favorite band’s show. Waiting in line can also be not so exciting. Like when you’re at the doctor’s office or stuck in rush hour traffic. This is a story […]

Customer Loyalty and a Free Drink

In my early 20’s, I got a job bartending at a local watering hole. The proprietor, Jerry, was a sharp businessman who taught me more than a few things that have stuck with me nearly two decades later. One of my favorite lessons of his was how to handle the “free drink”. Regulars at a […]

Where Did All the Good Customers Go?

Every 3,000 miles, I get to make a decision – where to take my car in for an oil change. Typically, I take it to my usual place, so it’s kind of a non-decision. But on my most recent visit, their customer service was particularly terrible. The lure of this place was convenience. An oil […]

Two Truths and a Lie: The Tough Customer

This week, I’d like to play a game with you. But first, a little background.. I’ve loved icebreaker games for as long as I can remember. Yes, the initial awkwardness that is inherent to all “getting-to-know-you” games is, well, awkward. I don’t love that, but who does? But what I love is the challenge to […]

No One Wants to Get on the Titanic

I was working on a project a few weeks ago when I overheard a colleague: “No one wants to get on the Titanic.” It was an interesting thing to say. And, I couldn’t get its relevance out of my head. You’re familiar with this iconic ocean liner’s story. Knowing the fate, do you think you’d […]