Archive for October, 2009

Going Above and Beyond

October 26, 2009


Companies known for great customer service do an excellent job of service recovery. Disney is one of the best at applying this principle on a daily basis. It’s a smart business practice that wins you strong customer loyalty.

Now let’s take that principle to the next level. What if a company goes above and beyond; not because they are in service recovery mode, but to fix a mistake the customer makes? I had this type of experience recently and it resulted in one of those coveted “Wow-your-Customer” scenarios.   (more…)


Missed Opportunity

October 15, 2009


I recently participated in a local charity’s fund raising event. You know the type – sign up online, setup a fund raising page, recruit more team members and help raise money for a worthy cause.

Once I signed up online, I began to receive encouraging emails from the charity to let me know my participation was appreciated. The emails included fund raising tips, timely reminders of the event’s details and congratulatory announcements when I received an online donation.


Cooking up an Apology

October 5, 2009

It’s happened to all of us in both our personal and professional lives. We make a mistake and need to apologize. It should be easy; just two simple words, “I’m sorry”. But it’s not easy and offering a sincere apology seems to be a bit of a lost art.

In the business world, mistakes can actually be an opportunity to solidify and build your customer relationships. It gives you another chance to fix a customer’s problem, retain their loyalty and even increase their satisfaction.  (more…)

%d bloggers like this: