On the third day of Christmas my true love sent to me Something different! One of the easiest ways to stand out and differentiate yourself in a crowded market is through your customer service and the experience you give your customers. I always think it’s a good idea to start by defining the type of […]
On the second day of Christmas my true love sent to me …. a thank you I’m sure you wouldn’t dream of not thanking a friend or relative for the gifts they gave you at Christmas. But what of your customers? If you’ve not done so already, now might be a good time to […]
On the first day of Christmas my true love sent to me… A great big smile! Christmas Eve didn’t get off to the best of starts: no power, a tree down outside our house blocking the road and floods. Thankfully – for us at least – everything was restored to normal by the early […]
I know I talk a lot about wowing customers, but this has to be the best example I’ve seen (well, this Christmas at least) . Enjoy! . You might not have the budget of WestJet Airlines, but what tiny bit of magic can you create for your customers this Christmas? It doesn’t have to […]
Is that a misprint? NO! You really should be thinking about next year’s Christmas (or next busy season) now! It’s the third and final article in my mini Christmas series, for businesses who have peaks of activity at some point in the year, whether that be in the weeks leading up to Christmas, over Christmas […]
How to make the most of busy periods and still keep your customers coming back in January and February… and well into Next Year. Here’s the second article in my mini Christmas series. If you’re expecting to be busy in the weeks leading up to Christmas, or over Christmas and New Year itself […]
Just because you’re busy or you have temporary staff, don’t let this be an excuse for a poor customer experience or inferior customer service. Your regulars don’t care! Busy or not, whether it’s Christmas and you’re rushed off your feet, or your manager is taking time off, your customers expect consistency. So if you’re taking […]
Christmas gives us the perfect excuse to get in touch with our valued customers and show our appreciation for their business and stay on their radar. But there’s a problem… Everyone else is vying for your customer’s attention and it’s easy for your cards to get lost in the melee of all the other […]
My friend Julie just cancelled her gym membership, and it’s flagged up 5 important lessons on how to retain your valued customers. You see for me ‘membership’ is all about getting access to something that non-members don’t get. She’d been going to the same Saturday morning class now for over 10 years, maybe even 12 or 13. […]
Making the effort to connect and engage with your customers before they even arrive can lead to an all-round better experience, not just for your customer, but for you too. First impressions are formed way before your customers walk into your business or even pick up the phone. From the moment they find […]
Why Customer Service Training Fails … and How to Ensure Yours Doesn’t!
Download my free guide
“The 7 Costly Mistakes Businesses Unwittingly Make So Their Customer Service Training Fails... and How to Avoid Them”