customer service Archives - Page 3 of 9

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

The Roller Coaster of Progress

Enabling is Disabling: Make Your Own Bed!

Creating Value: Leading Through Meaning, Motivation, and Magic

Trust the Process, Not the Chicken

Set it Right

My family recently hired a company, let’s call them ABC Siding, to put new vinyl siding on our house. In addition to that, the company we chose provided an excellent lesson in an extraordinary customer experience. During our initial meeting, the company was certainly “salesy”, they had a product to sell, and we had a […]

Creating an Experience

When working on either routine items or a very special request, my goal is to always focus on the experience at hand, to make it the best experience possible, go the extra mile, spend the extra minute, and most importantly, CARE. You never know how—and who—you will positively affect with even the smallest effort. While […]

The Cog in Your Customer Experience Strategy

A decade ago, I was a very fast man on the banked oval tracks known as velodromes. At one time, velodrome and track bicycle racing were the most popular spectator sports in America and the top racers held the land speed records of the day. Now, there are only a couple dozen velodromes in operation […]

TONE IT UP

YOU NEED TO READ THIS ARTICLE. THE WHOLE THING. NOT JUST THE BEGINNING AND END. YOU MUST READ THE WHOLE ARTICLE. When you read the above sentence, I bet you thought one of a few things: “Whoa, this is serious!” “Wow, Megan is angry.” “Where does this lady get off trying to tell me what […]

Do I Have To?

Chances are if you are reading this, you are not someone’s dependent, and much of what you do you do for others or because you have to. You have to do laundry, mow the grass, pay the bills, start that diet, install that transmission, go to the dentist, prepare your taxes. That mostly sounds awful. Why would anyone […]

Thanks: Too Much, Too Little, or Just Right?

Thanks. It is a word that often gets overused or not used enough, kind of like Swiss cheese where there are only two options: you either like it or you don’t. The simple act of saying thank you is easy. You are recognizing that someone went out of their way to assist you with something. […]

Tones: Do You Hear Them or Fear Them?

It could have been the worst day. My day started out normal. Dogs out. Coffee. Start the Sunday cleaning. Kids up. Off to the gym. Same old, same old. A text comes in. I don’t see it. I’m living life. I’ve got not a care in the world unless it pertains to not falling on […]

How a Hello Can Help Your Business

Where I work, 90% of all customer interactions are on the phone. Whether they’re looking to quote, buy, sell, return, or get some help, it happens on a phone call. And while phone etiquette and expectations seem pretty common sense, you’d be surprised the impact even the smallest thing makes. Like the greeting. I and […]

The ZIP that Broke the System

A few days ago I placed an order online. It was with a company I’ve worked with a few times in the past; they’ve got a high-quality product, and I’ve always had a positive experience working with them. An hour or so later I received an email from an employee at said company. In so […]

The Dog Days of Service

Let me start by making it clear that I AM NOT a Yelp-er. I do not write bad reviews about a slow server, a rude cashier, or even when I find out the hard way my salad was spiked with avocado. Unless it is a life threatening or devastating experience, I do not let one […]