Archives

Confidence in your ability to deliver customer service is exceptionally important. I often quote Vince Lombardi who said “Confidence is contagious, and so is lack of confidence. And the customer can recognize both.” Confidence is important to you and to the customer. It lets the customer know whether they can trust and believe you, or […]

Here it comes again. It’s the issue that came to your attention last week but still hasn’t been fixed. It’s a glitch on the website, it’s a backorder issue, or it’s a new phone system causing the average wait time to double. You know about the issue, but – worse yet – your customers know […]

Groucho Marx once asked “What would you rather believe? What I say, or what you saw with your own eyes?” Now, my answer would be “I’d rather believe BOTH!” But, if the question was “What do you believe?”, then – for most people – the answer leans toward “What I saw.” Research has shown that […]