Computer Service Contracts - Moving From Customer to Client

Computer service contracts are the butter of a computer services business. Your ultimate goal is to get as many people as you can on a computer service contract.

A Well-Informed Customer is a

Customer participation is a key to achieving high levels of loyalty and satisfaction. Earn this participation by giving your customers the information, education and motivation they need. Do it at the right time, in the right amount, at the right place and in the most engagingly effective manner. (Hint to pharmacists and doctors: a little sticker on the bottle isn’t it.)

Positive, Proactive Communication

Whether you are in education, marketing, retail, logistics, government service, entertainment or insurance, communicating positively and proactively with your clients makes sense.

The 'Friendliest Airport in the World'

Changing a culture takes time and effort, energy, creativity and focus. It's not a project to do halfway, not for the half-hearted.

What is 'Legendary Service'?

Using the words 'legendary service' is not enough to make it real. You must expand, imagine, innovate - and take real legendary action.

Preserve the Loyalty You Deserve

When the service you provide jeopardizes your customer's relationship with their customers, you need to respond with twice the speed and twice the recovery effort. After all, now your upset customer has upset customers! Of course there will be costs and consequences and perhaps some aggravation, but leap to it right away. Be the supplier who takes immediate action to set the wrong things right.

Don’t Let Your Systems Drive Your Customers Crazy!

Customers are often frustrated by standardized and inflexible policies. This may cause your customers to fume in frustration, but the rest of your staff and system may quietly conspire to silence the voice of complaining customers. You have to make an effort to really listen.

Are You Referable?

Being technically competent is not enough to build a growing business. You may be a terrific lawyer, doctor, accountant, broker, supplier, programmer, manufacturer or car mechanic, but if you don't keep your promises in every way, you just won't be referred.

The Positive Power of Competition

Vigorous competition may be the best thing that ever happened to customer service. It wakes people up and makes them serve you better.

Track Each Complaint Until Your Customer Comes Back

When you respond to a customer complaint, what do you hope will happen next? In many cases, the answer is ‘nothing’. But when you reply and the result is...

Should You Crack the Tough Nuts?

I’ve learned something over the years: Some people do not want to be won over – and that’s OK. Now I focus on the ...

Responsibility + Sensitivity = Cooperative Authority

Sometimes business owners and department heads can be very restrictive. Sometimes it is due to insecurity, sometimes to past bad experiences, sometimes they are simply unsure how to loosen the reins. One course of action you can take is to give your company owner a ...

Helping Others Succeed is Good Service

All of us are partners with each other. If you help one person, maybe I will get the benefit down the line. If I help another, one day you may reap the same reward...