On the fifth day of Christmas my true love sent to me Tip #5 Say thank you In the same way you’d thank a friend or relative for their Christmas gift, a simple verbal thank you or even better a thank you note is always appreciated by your customers. And an added bonus, it helps […]
On the fourth day of Christmas my true love sent to me Tip #4 Give customers a warm welcome to the New Year It’s all too easy after the holidays to feel a bit sluggish and slow to get back into the swing of things. But, behaviour breeds behaviour and so any lack of enthusiasm […]
On the third day of Christmas my true love sent to me… Tip #3 Consistency +1% Do what you say you’re going to do and when you’re going to do it. Better still plus a little bit extra. Everyone talks about going the extra mile, but in my book going the extra inch is […]
On the second day of Christmas my true love sent to me… Tip #2 Give customers a reason to return. Show your appreciation and give something of value for encourage your customers back in the New Year. Make your loyal customers feel special by putting together bonuses, deals or events which are exclusive to […]
12 days of a customer focused Christmas On the first day of Christmas my true love sent to me… Tip #1 Accept the gift of feedback Never take your regular customers for granted; ask for their feedback and resolve shortfalls quickly. Listen and observe so you can avoid any problems before they arise. Your customer […]
Yesterday I was being filmed for an online customer care training programme I have written for one of my clients. We had some fun with the retakes, but I’m pleased to report it went remarkably smoothly and we were done in time for a bit of last minute Christmas shopping. One of the things we […]
What irritates you? A couple of weeks ago the Sunday Times ran an article on what irritates hotel guests the most. I have to say it brought a wry smile to my face as nearly everything mentioned I’ve experienced myself. But it’s not just hotels that can get the simplest of things wrong. Are you […]
I’ve just returned from speaking at the Hospitality.next conference in Athens. In my presentation I shared my 7 low-cost strategies to wow customers and keep them coming back for more. I asked the audience for their feedback on which of the 7 strategies they felt they need to focus on most to improve their customers’ […]
I occasionally get asked to deliver one off training workshops. There’s nothing wrong with a one off workshop providing it’s not just a sheep dip, and everything else is in place to support delegates once they get back to the workplace. I’m sure you too can think of occasions when you’ve attended some training, or […]
When we were in Italy last month I was surprised at just how many shops still close for lunch; even in tourist towns. But, the as the saying goes: “when in Rome….” But back here in the UK I am still surprised – even shocked – at just how many businesses are either not open […]
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