customer service Archives - Page 6 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

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 […]

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 […]

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 […]

The Best Choice for Who?

With the holiday season just around the corner, I’ve begun my yearly ritual of shopping for friends and family, most of which I do online now. Heck, I even go as far as keeping an Excel spreadsheet with names and gift ideas for the people I am shopping for – my own naughty or nice […]

The Juice is Worth the Squeeze

I recently sold to a customer who hadn’t purchased from us before. I’m sure this happens daily at your business or shop, and, believe me, it does here, too, but this sale was different. Way Back in March… A shop owner hopped on our website and started an Olark chat (read as: one of those […]

Take Criticism, Not Offense

I watched it happen. The moment that patience and understanding became frustration and anger. From across the bar, I witnessed the interaction between an upset customer and the bar manager and then heard it: “Well if I owned this place…” We have all thought it before, and I’m sure a lot of us have even […]

3 Steps to Be a Better Customer

As my wife and I boarded a recent flight back to Milwaukee, I couldn’t help but look forward to getting home. The grass hadn’t been cut in almost a week and I knew that my mom had dropped off some food, so my afternoon was really looking promising. My vision of turkey sandwiches, lawn care, […]

The Tiki Cat Way to Kill Repeat Business

When a new restaurant, bar, or store opens up in Milwaukee, I’m not usually the first one to know. But as I hear reviews through the grapevine, I definitely have to check it out for myself. So when a few friends wanted to spend a Friday night at a tiki bar (in the dead of […]

Would You Buy from You?

When was the last time you took off your jacket, kicked off those Italian leather shoes, rolled up your sleeves, and took an honest look at the identity of your brand? Ok, most of us probably don’t wear fancy shoes. And if you’re in the aftermarket, your suit might even have your name embroidered on […]