A is For Outstanding

Within an organization, departments may have very different opinions about how well they are doing, and how well, or poorly, other departments around them are performing. These disagreements stem from a lack of clear standards for evaluating internal service. This can lead to...

Turtles Deliver the Internal Mail

I haven’t received it yet, she wrote back. We have Turtle Mail inside this company. I should get your package by the end of the week...

Is Your Survey Worth My Time?

A manufacturer complains that his customers rarely return the satisfaction surveys he sends out. A leading resort gets back just 30% of the comment cards left for guests inside their fancy rooms. One government agency had a response rate of only 6% when they sent out an 11-page survey. What’s going on here? Why is the...

Put a CORC in Your Budget

How much money does your company spend attracting new customers? How much do you spend on retaining existing customers past the crucial tenth month?

Nice Work! Well Done! Keep It Up!

I like to (quickly) thank those who give me good service, and (gently) critique those who don’t. Here’s an easy and effective way to do it...

Well Then, Who Do You Do It For?

Quick outbursts from employees often reveal the real mindset lurking behind a surface smile. Have you ever heard someone say...

You May Never Know What’s Really Going On

You win loyalty when people see you are on their side, not against them. The next time you experience a negative reaction to another person’s words, actions or behavior, do some mental sit-ups before you reply. Then practice generosity and exercise compassion...

Stretching Your Sense of Service

If you provide internal service, do you reach across functional lines, or stay stuck inside your departmental 'silo'? Is your communication with colleagues and partners positive, proactive and persistent?

Getting (Dis)Connected

Convenience is a great value to offer your customers, especially in today's busy world. But convenience is measured by your customer's experience, not by your explanations, justifications or packing lists. The smallest missing item...

If Not This Time - Perhaps Later

Ever worked hard on a proposal and not been awarded the contract? When it happens to me, I say 'Thank you.' My follow-up notes read like this:

One Shared Voice to the Customer

My friend Nancy was learning about her international callback service and exchanged e-mail with their office in Seattle

Feedback is the Breakfast of Champions

Do you encourage customer feedback with hotlines, focus groups and in-depth customer surveys?

You Can't Have Juice With a Special Broiler Meal

Years ago, I frequented a well-known quick-service restaurant for their Special Broiler Meal, a fast-food lunch of broiled chicken sandwich and french fries.