Exceptional customer service is no longer optional. International customer service speaker, author and trainer Laurie Brown tells you how to get and keep your customers even in the toughest economic times.Lauriebrown@thedifference.net
When I discovered that the Airport Express I bought the day before wasn't what I needed I headed on back to the Apple Store at the Sommerset Collection in Troy, Michigan. When I approached the store I was...
I have often said that the key to exceptional customer service is small acts of personal kindness. I had just such an experience today.This morning I got a call from Kristen Schmitt, the owner of Pet Care Au Pair...
In a response to an article I wrote for Gitomer's Sales Caffeine, about how to greet an unhappy customer, I received this great letter from Bill Pennola. It really shows how important having the right attitude is in...
The opportunity is in being the opposite of what they experienced on Friday. Most likely they dealt with disengaged, overly tired, stressed out employees who couldn’t care less. Saturday is an opportunity to shine. And in doing...
1. Feed Your Employees Physically and EmotionallyNo matter how stressful shopping on Black Friday is for customers it is even more stressful for your employees. What can you do to make sure your employees are as well taken care of...
Terri Wessinger wanted a new life in Idaho but a run in with U.S.Air turned that dream into a nightmare.
"She had nothing but an airline ticket and $30 in her pocket," reported Michael Finney ...
Netflix messed up again. No, I am not talking about their huge price increase, although that was pretty jarring. And I am not talking about their plan to split their once beloved company in two. I am talking about a...
Now, let me be clear, when I talk about love, I don't mean the romance version of love. Webster's Online Dictionary includes one of its definitions of love as: unselfish loyal and benevolent concern for the...
I am a huge fan of Groupon. I often use their offers and I am always excited when I get a chance to try out new places and services.
When The Whitney, an elegant fine dining restaurant in Detroit, had...
I fly a lot. When I say a lot, I mean a LOT. This is not a plea for sympathy or an act of bragging. It’s just to give context to what happened to me — a simple...