Archive for August, 2011
Monday, August 29th, 2011
Two years ago, one might have called a supplier or service company for a quote and not received a return phone call. Today, one receives a return phone call the same day and a knock on the door the next day with a personalized note. Few would disagree with this picture. The current economic situation [...]
Tuesday, August 23rd, 2011
Since 1982 Barry Posner and I have been exploring together what leaders do to mobilize others to want to struggle for shared aspirations. We’ve coauthored over 30 books, workbooks, and assessment instruments based on our research, including our bestseller, The Leadership Challenge. Last year we completed one of our most ambitious projects, analyzing 950,000 responses [...]
Tuesday, August 16th, 2011
This customer service article is a bit different. I had the wonderful opportunity to work on this article with Alyson Stone of Assistly, a customer service software company that helps companies create and deliver amazing service and support. We both have similar customer service philosophies and have merged a few of our concepts together to [...]
Tuesday, August 9th, 2011
Over the past few days I’ve had a couple customer service experiences, that were, let’s just say, less than desirable. It’s not like I haven’t had bad experiences before, but this time it just got me thinking about my own business, and more importantly the fact that often good customer service is just as easy [...]
Friday, August 5th, 2011
According to a study conducted by the Society of Human Resource Management, 21 percent of employees quit their jobs because their boss is incompetent or difficult.
It’s been said countless times: “People don’t leave companies, they leave bosses.”
It’s hard working for an incompetent boss under any circumstance. In demanding IT and technology jobs, where the workloads [...]
Friday, August 5th, 2011
1. Management must make the measurement of service quality and feedback from the customer a basic part of everyone’s work experience. This information must be available and understood by everyone, no matter what their level. The entire organization must become obsessed with what the customer wants.
A printing firm has signs all over the shop saying, “Is [...]
Wednesday, August 3rd, 2011
Buyers have more choices available to them now than ever before and that complicates the buying process. But if you become a product expert, it will simplify and shorten the buying process for your customers.
In the eyes of your customers, you represent the business and they expect you to be knowledgeable. They’ll want to know [...]