Maintaining service standards when busy Maintaining service standards when you’re busy is just as important as it is at any other time. Is a customer any less important to you when you’re busy than when you’re quiet? They certainly shouldn’t be; and from the customer’s perspective, they expect to get the same positive customer experience when […]
Keeping your team engaged over Christmas, and keeping your customers happy too! If you run a business that depends heavily on Christmas trade (or have peaks of activity at any time of year) a lot will hang on how good your customers’ experience during this time. And if your team are feeling the pressure, if […]
Service Recovery One frosty morning a few weeks ago I was driving to an early morning meeting. I’d negotiated the local country lanes without incident, but just after joining the main road my car went sliding into a skid. Thankfully nothing was coming in the opposite direction and I recovered the situation and regained control. […]
How to handle customer feedback and avoid adverse reviews. Are you listening to customer feedback? Last week someone posted on LinkedIn a cringe-worthy letter she’s been sent by the CEO of an airline following her complaint at having to wait 11 months for a refund, with no apology, no empathy and no acknowledgement. Although not […]
Begin with the end in mind ~ Your Customer Experience Goals I love listening to books; I used to hate reading, so discovering Audible has introduced me to some brilliant books, which I’d probably never head read. I’m currently listening to Stephen Covey’s “The 7 Habits of Highly Effective People”. This is one book I […]
Managing expectations isn’t always easy. So what can you do to manage your customers’ expectations? Have you ever had that experience on your birthday or Christmas when you’re all excited about opening a beautifully presented gift, only to find what’s inside is a real disappointment? Or you’ve waited patiently for the delivery of that new […]
Better teamwork to relieve the pressure With Christmas festivities only a matter of weeks’ away you may now be planning your staffing to ensure your customers get a consistent experience no matter how busy you are. Last week my tip was to upskill and cross train your team so they can cover each other when […]
What’s your last impression…? You’ve had a fantastic time. You’ve been well cared for, attended to with fantastic hospitality. Your meal, stay or day out was wonderful, the atmosphere was relaxed and all your friends and family have had a good time. But then they fall at the final fence… It’s time to go home […]
Dealing with poor performance is a bit like picking up acorns Most people who know me, know I love my garden. I can happily while away hours pottering in the garden, and my idea of a good workout is a good bit of digging or lopping vegetation (beats the gym any day!). Our garden is […]
How to attract, recruit and retain great staff And it’s not just about pay and hours… You and I both know the quality of your team have a direct impact on your customers’ experience. But there’s also no getting away from the fact that many businesses are struggling with attracting and/or retaining good quality people. […]
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