Going Above and Beyond Customer Expectations


Recently, a customer went to her favorite restaurant on the beautiful River Walk in San Antonio. The staff was warm and friendly, and the food was amazing. While she was waiting for her meal, the manager walked up and initiated a conversation. The customer told him how much she loved his restaurant, and that after her last meal there, she went home and tried (unsuccessfully) to recreate it for her husband. The manager then asked her for her e-mail address. To her surprise and delight, he offered to send the recipe. Though she hadn’t asked him for it, he knew

Read the rest

What Your Customers Really Want: The Qualities of Customer Care


Most people believe that the hardest part of starting and maintaining a successful business is finding the right product or service. In reality, this is hardly ever enough; it is simply the starting point. To be truly successful, you need to see your business through your customer’s eyes. What do they want and need to keep coming back to you time and again?

There are seven qualities of customer care that will take a business from the great product or service to the great company that will keep customers coming back for more. Here’s what it takes to win and … Read the rest

Getting Out of the Phone Loop: Making It Easy for Customers to Conduct Business With You


Barbara was thrilled. She finally got a brand new automated phone system for her business. She purchased the system to give her employees more time for their work. It seemed to her that too much of their time was taken up transferring calls to the “right” person and repeatedly giving out information about their hours or location. The automated system would allow them to become truly productive.

Sounds great, doesn’t it? Wrong. It was a nightmare. Her customers, who were used to speaking to a human, now had to maneuver a difficult, confusing and sometimes truly impossible system. Some of … Read the rest