Would you hire her again?
Let’s look at two time-honored adages: Your people are your greatest asset. A chain is only as strong as its weakest link. If you accept these as true, you owe it to yourself to look at the people on your team with a very critical eye. If you have a problem employee (i.e. someone who is frequently difficult, unproductive, uncooperative, …
Ten-Fold Customer Service
I call it Ten-Fold Customer ServiceTM because I believe that investing in appropriate and well-designed Customer Service training will result in a tenfold ROI. I believe that anytime you do something good in this world, it will come back to you tenfold. That concept has been accepted and espoused throughout history and it’s still true today. So when you train and …
What if …
What if you could focus your marketing efforts on just those individuals that you KNEW could use your products and services? What if your advertising dollars could reach just those people who you KNEW would be buying what you’re selling? What if you could weed out the people who already have a happy working relationship with your competitor? What if …
Do you even KNOW?
How would you know if your receptionist spoke rudely to a customer? How offended would a customer have to be before she reported it to the boss? Let’s face it, most of the time when someone is rude or less-than-accommodating, we just suck it up and move on. We don’t insist on speaking to a supervisor unless we are really …
Delivering Happiness
I recently read a book called Delivering Happiness by Tony Hsieh. He’s the CEO of Zappos, the mega-jillion dollar business that totally owns the online shoe selling industry. I highly recommend it to any entrepreneur who is struggling to find the right niche and the right marketing strategies. One of the great lessons I took away from the book is that you …
The real reason people hate going to the doctor.
I have a new doctor, whom I’ve been seeing for about a year. She’s great. She takes the time to talk with me about my life and about the things I can do to improve my health. She’s provided me with great care and appears to be quite competent at her job. But I’m thinking about looking for another doctor …
Customer Service CAN Be Taught
A store manager recently told me, “I don’t think you can teach people good customer service skills. They either get it or they don’t.” I think that’s an easy way to justify not doing your job, but I don’t buy it. Customer Service is a skill, and as such, can be taught to anyone who’s willing to learn. And truly …
3 Reasons that Customer Service Sucks
Almost every day, we encounter people in the Customer Service sector who clearly don’t know how to provide real service, or they haven’t been properly motivated to provide real service. Whether you’re in a doctor’s office, a retail store, or on one of those dreadful 1-800 calls, you almost never complete your business with a smile on your face. But …
The NEW Emcie Media
If you’ve been following my blog lately, you know I’m no longer doing web design. I’m taking Emcie Media in a new direction. Effective immediately, Emcie Media is a Corporate Training and Communications firm. Actually, it’s a new direction for the company, but not for me. I’ve actually been in training for most of my career. I was the Computer Support and Training …
