If We Fail to Learn, We Fail to Grow


“If you are not willing to learn no one can help you. If you are determined to learn no one can stop you.” — Zig Ziglar

I believe that learning is the fundamental activity in a successful and purposeful life. I have spent much time and money since 1979 learning about everything related to customer service. The result has led me to position myself as the leading service strategist and expert in the world. I have been given endless opportunities to learn, and I realize that the more difficult the situation, the more likely I am to learn and take … Read the rest

Does It Really Pay to Focus on Exceptional Service?


My experience and persistent advice to companies clamoring for a top spot in their market and the road they take in life is — focus feverishly on exceptional service and you will be rewarded.

I have found that any company that can build a brand around exceptional service will increase its value by at least 25 percent. Frankly it could be 100-400 percent or more. Every now and then I run into service leaders that are an example of what I have been preaching for the past 40 some years; service leaders that truly understand the power of incredible customer … Read the rest

When Things Don’t Go Your Way


“Our greatest weakness lies in giving up. The most certain way to succeed is always to try just one more time.” — Thomas Edison

Your journey towards your goal may not be as easy as expected, but the twists and turns you face are what makes it worthwhile. Some of the greatest successes are by the people that dared to fail — but they did not give up!

Thomas Edison’s teachers said he was “too stupid to learn anything.” He was fired from his first two jobs for being “non-productive.” As an inventor, Edison made 1,000 unsuccessful attempts at inventing … Read the rest

Roll Up Your Sleeves and Become Relevant to Your Customers


You’re not going to succeed through manufacturing, distribution or information power — those have all been commoditized. If you want to succeed, roll up your sleeves and do the work of building your customer experience. Don’t become irrelevant to your customers, which is what will happen if you don’t take action.

There is a direct connection between customer service, or lack thereof, and money made and lost. Do not lose money because you did not invest in developing superior customer service skills for your entire workforce and building a customer-driven organization. You cannot just sit around and hope the next … Read the rest

Getting Lost Customers Back


Opportunities for service recovery are numerous. If you are close to the customer and discover a problem, it’s your chance to go beyond the call of duty and win a customer for life.

Too many executives think employees are born with good customer service skills. It’s important to develop a process that allows employees some latitude in serving the customer that also includes specifically defined steps that must be followed in providing service recovery. Doing so requires decision making and rule breaking — exactly what the employee has been conditioned against. Workers have been taught that it’s not their job … Read the rest

Create the Love — Talk to Your Customers


Why wouldn’t you love your customer? They’re keeping you in business. It’s up to you to set the stage for some powerful long‑term successful relationships by simply…showing some love.

As in any relationship, the need for conversation, frequent contact, and the personal touch, is the number-one need to forming a successful, long-term relationship. Love is visible. It is what happens when you care.

Creating the Love

In order to gain and keep customers, you’ve got to do more than introduce them to your brand, business or product. You’ve got to make them fall in love with it. Find out what … Read the rest

Emboldening an Empowered Team


I love this saying by Lee Iacocca: “Lead, follow, or get out of the way.”


Iacocca, former president of Ford Motor Company, took over Chrysler when it was leaning towards bankruptcy. He asked Congress for a loan, arguing that if Chrysler filed for bankruptcy, the government would have to spend more on unemployment compensation than on keeping the company in business. The loan was granted and a year later, Iacocca announced Chrysler’s first profit in many years.

During his turnaround of Chrysler, he brought the convertible back into fashion and introduced the minivan.

By leading in this fashion, Iacocca … Read the rest

Success Is Staring You Right in the Face


Even the most successful companies are in constant competition for business. What sets them apart often boils down to one factor…outstanding customer service.

I have spent 44 years focusing on customer service. I have written hundreds of articles, as well as seven books on the topic. I have also been interviewed on television and radio plus presented to thousands of customers with seminars worldwide. No matter what business you’re in, here’s some advice I highly recommend you consider.

Most firms in the world believe they provide awesome service. They are addicted to advertising and marketing using expensive media. The biggest … Read the rest

The Religion of Empowerment


I have such a passion for taking any company and introducing them to the power of delivering awesome customer service. It’s the focus of every one of my books. I have been passionate about it and continue to preach on the subject. It is my guide to delivering exemplary service to every person that walks through your doors resulting in overall corporate success in terms of customer retention, new sales (via word of mouth), market share, financial vitality, and positive reputation in your community.

Have you ever heard of Disney World’s reputation for exceptional customer service? Empowerment is a religion … Read the rest

How to Really Annoy Your Customers


First let me clarify the value of quality service. I believe that great service retains the customers you already have, attracts more customers, and develops a reputation that encourages customers to do business with you in the future.

Are You Guilty of the Following Customer Service Crimes?

  • Telephone torture

Too many firms worship at the altar of IVR: Push two for English, four for Spanish, push six if you want etc. and push eight to go to be ignored. For years I have been saying this is the most expensive piece of technology you will ever buy and you will … Read the rest

Out-Learn Your Competition


Successful people are obsessed with learning. They out-learn everyone around them. They’re voracious readers. Warren Buffet, Bill Gates, Mahatma Gandhi, and Disney CEO Bob Iger read and learn. They finish newspapers, books, audio books, journals and magazines like Harvard Business Review, Inc., or Forbes while their not-so-committed peers waste their time on worthless entertainment.

I am a huge promoter of reading and learning. All the books I have written, all the seminars I give, all the coaching I do is based on learning. Learning about your industry, learning about yourself, learning about products, learning about your employees and most … Read the rest

Are You Guessing on Your Quality of Customer Service?


Providing outstanding customer service at the right price is the “Golden Rule” of most companies. It’s worth remembering that we all experience customer service every day. Customer service is a critical piece of your business, and you should fine-tune it as much as you can. Here are some well-known facts on customer service….

Fact: 90 percent of companies say they deliver superior customer service and only eight percent of people think these same companies deliver superior customer service. Which goes to show, you shouldn’t be guessing when it comes to evaluating your customer service.

Think you don’t have to worry? Read the rest

Delivering an Unmatched Customer Experience in the Digital Age


Creating highly engaged customers is forcing companies to provide their customers with a consistent experience whenever and wherever they need it — digitally.

Did you know that highly engaged customers buy 90 percent more frequently, spend 60 percent more per purchase, and have three times the annual value (compared to the average customer). That’s a huge revenue opportunity you could be taking advantage of by digitally transforming your business!

But, in order to deliver on a better customer experience, you first need to understand who this new kind of digital customer is and what they want. It’s clear that the … Read the rest

Are You Worth More Than 6-12 Minutes of Training Every Six Months?


The U.S. Bureau of Labor statistics found that companies with fewer than 100 employees provided only 12 minutes of manager training every six months. Organizations with 100-500 employees provided just six minutes.

If this holds true for managers, how much training do front-line employees get?

A long-term research project commissioned by Middlesex University for Work Based Learning found that from a 4,300 workers’ sample, 74 percent felt that they weren’t achieving their full potential at work due to lack of development opportunities.

The lesson here: invest in retaining and constant training of your present employees. After all, the cost of … Read the rest

Fear of Failure


“One of the greatest discoveries a man makes, one of his great surprises, is to find he can do what he was afraid he couldn’t do.” — Henry Ford

Are you afraid to fail? If so, your fear of failure is likely to limit your chances of success. If you look at really successful people, you will often find significant failures in their backgrounds.

The list is lengthy and includes college dropouts, such as Bill Gates, Steve Jobs, and Mark Zuckerberg. Why? There are a lot of reasons. Most stem from the fact that they are (1) willing to try … Read the rest

Writing a “Knock Your Socks Off” Service Culture Plan


One of the major weaknesses of most organizations is the top management’s lack of a service strategy. They fail to realize the strategic opportunity of how to use superior service as a vehicle to build market share and market dominance.

Sam Walton, the founder of Walmart, one of the most powerful retailers in the world, built a service role model. Sam built Walmart on customer service. They are now known for price only. The value of their company as a service leader has dropped dramatically. They have lost their focus on customer service. I always had trouble understanding why the … Read the rest

Giving It Your Best Shot


“The only person you are destined to become is the person you decide to be.” — Ralph Waldo Emerson

I have trained trainers and employees all over the world and have taught them to believe in themselves and their abilities. I have written several books to spread the word about service strategy and the effect it has on your company, your employees, your customers, and your bottom line. One of my favorite sayings is by the late Zig Ziglar “… You can have everything in life you want if you will just help other people get what they want.”

The … Read the rest

Avoid Speed Trap Policies


If you want to differentiate your company in the marketplace, then you need to show how you can dramatically deliver service and products faster than your competitors. Amazon does it. Apple does it. Why don’t you?

Recently, one of my employees was having a problem with an item shipped to her from Amazon. She needed to return the product and was not savvy to the info on the website to make the return and get her money back. So she called and talked directly to a human being. An empathetic and understanding rep sent her a return packing slip via … Read the rest

Don’t Listen So You Can Talk, Listen So You Can Learn


Customer service is all about listening. According to Bernard Ferrari, author of Power Listening: Mastering the Most Critical Business Skill of All, good listening is the key to developing fresh insights and ideas that fuel success.

Organizations choose front-line employees for their social poise, their outgoing personalities and their ability to communicate well, meaning their ability to talk well. And they train them in what they can and can’t say and what they can do to help the customer. Finally, their performance is evaluated by how proactively they manage and resolve problems or calls.

It isn’t hard to understand … Read the rest

If You Can’t Say Something Nice About Customer Service — COMPLAIN!


In the customer service industry, we cannot avoid complaints. Complaints happen every day and when a customer complains it is usually for a good reason or genuine concern. They usually have made a purchase that did not meet their expectation — a product, service, or maybe a combination of the two. We must take care of the customer by listening to the complaint, and resolving it, to ensure a happy customer.

Fewer than half of unhappy customers will bring a complaint to your attention. Those who never say anything will tell an average of 11 or more people about their … Read the rest

Empowerment — Your Most Valuable Tool!


More and more companies are waking up to the fact that giving employees more power and responsibility can bring huge benefits for both the company and its workers.

Employee empowerment may be the most underutilized tool in all of customer service. Give employees the authority to take action. No one should have to go “higher up” to get permission to help a customer. Empower everyone to break the rules thus allowing employees to have input and control over their work.

President Harry Truman had a sign on his desk that read “The Buck Stops Here.” Actually that should be the … Read the rest

Standing Still Can Kill Your Business


The Importance of Ongoing Training!

I find this statistic unbelievable — The U.S. Bureau of Labor statistics found that companies with fewer than 100 employees gave only 12 minutes of manager training every six months. Organizations with 100‑500 employees provided just six minutes.

The following statistic is even more proof that ongoing training is essential for employee development and the growth of a company — a long-term research project commissioned by Middlesex University for Work Based Learning found that from a 4,300 workers sample, 74 percent felt that they weren’t achieving their full potential at work due to lack of … Read the rest

Harnessing the Talent of the Future


We live in a very dynamic world. What we know now will not be good enough for the future and selecting people to move us forward and who are open to learning is what we need to focus on.

In my book, Moving Up, I tell readers it’s about your life — it’s about succeeding. It’s about taking chances, dreaming big, being proactive and being ready when the opportunity presents itself.

Steve Jobs stated that young people need to: “Think about what it is that you really want. Go ahead and put in the time and energy to learn … Read the rest

The Importance of Continuous Training


I was looking for a word that describes the passion that I have and how to relate to companies what I believe about “customer service.” It’s what I firmly believe is necessary to operate in the world today. The word is “overt” or done or shown publicly and not secretly. I have been dealing with customer service in an overt manner for 46 years. It has been the focus of my entire adult life. Here’s what I have discovered and continue to share with companies.

It’s ALL About Training

Why do I believe in investing in continuous employee training and … Read the rest

Take a “Vow to Wow”


I am in the process of updating one of my books and I came across a heading that I had written in for Costco: “Vow to Wow.” Since day one Costco has had an unwavering commitment to doing the right thing for their members, employees, suppliers, and the community. Their strategy is to make sure its customers come back. Its merchandisers are meticulous about their choices of product for their customers and have set detailed standards on everything from the size of cashews to the thread count of bed sheets.

That unbeatable value proposition on quality products and customer service … Read the rest

“It May Not Be Your Fault, But It Is Your Problem”


Companies may not be able to prevent all problems but they can learn to recover from them. A good recovery can turn angry, frustrated customers into loyal ones. It can, in fact, create more goodwill than if things had gone smoothly in the first place.

Opportunities for service recovery are numerous. If you are close to the customer and discover a problem, it’s your chance to go beyond the call of duty and win a customer for life.

Service Recovery

The surest way to recover from service mishaps is for workers on the front line to identify and solve the … Read the rest

Your Best Bet for Success…Hire the Right People


All of your locations are up and running. You’ve done all you could do to advertise and get a jump on your competition. So now, the only thing you have left to do is the hiring. Plus you must retain good employees.

Success includes retaining good employees. Turnover creates inefficiencies that cost companies major dollars every year, so it’s important to pay employees for the efficiencies they create and for staying with the company. Success is hiring and retaining good employees and — training them.

Treasure Your Best Employees

In 1994, Cary Albert and his wife Jacquelyn began Schlotzsky’s. At … Read the rest

Empowerment Is Bending the Rules


Empowerment means every employee has to make fast decisions in favor of the customer. It’s important that we are honest and sincere in our efforts to service our customers. The only way we can do that is by empowering employees to satisfy the customer quickly and to their satisfaction.

Most employees are rule and process driven. They worship rules. Almost all employees assume they will be immediately fired if they make a decision in favor of the customer, when in fact, most decisions require no money and about 80 percent will cost under $50. They have to bend the rules.… Read the rest

Taking the Sting Out of Criticism


Giving positive feedback is always easy, but what about those times when an employee is not performing and you need to offer constructive criticism or negative feedback?

That can be a different story, especially for those who do not like confrontation. Managers need to be careful when dishing out negative feedback, and need to make sure that it is done constructively. It is important to tread carefully in order not to demoralize the employee. Most importantly when having to dish out negative feedback, it is important to always try to also acknowledge any positives the employee may have achieved first.… Read the rest

Customer Service Hell is Spelled — IVR!


You have just entered Customer Service Hell. It’s the phone call looped through a frustrating automated system known as IVR (Interactive Voice Response) — you know, the one where you “Press 1 to continue in English” and “Listen closely to our list of options, as they may have changed.” Or, “Please call back during our normal working hours.”

Calling for Help

While automated phone attendants sound great for the business that’s set one up, it’s not ideal for a customer that just wants to speak to someone about a question, concern, scheduling of an appointment, or simply to learn about … Read the rest