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Talk About Yourself to Build Customer Confidence - 4/16/24


When you’re dealing with somebody who is anxious or nervous about a situation, a customer who feels like they don’t have much control, an individual who is unsure and uncertain, it’s important to put the customer at ease.  It’s important to build their comfort level.  It’s important to help Read more

The Proven Value in What You Do - 4/9/24


Forbes wrote an article last year based on a compilation of the results of research on customer service and the customer experience; it was titled:  100 Customer Experience Stats For 2023. In reading the article, you’ll note that many of these key research findings are about you – the value Read more

A Tale of Two Texts - 4/2/24


Having to get allergy shots once a week is never fun, and for Janet, it became an even bigger frustration. She had the shots typically scheduled on Tuesday around 10:30 in the morning, figuring she would avoid the morning rush as well as the lunch rush by going mid-morning.  However, Read more

The Secret Sauce for Great Customer Service - 3/26/24


I was working with the League Office for a major American sport several years back, and one of the executives asked me to describe our Secret Sauce that helped our clients improve the fan experience and customer retention.  I gave him a sense of what makes us unique and Read more

The Miracle of an Apology - 3/19/24


Unfortunate but true story… The manager basically lost his mind.  He terminated his employee on the spot.  She had told the customer that there was going to be a delay in the shipment.  The employee called up the customer ahead of time to let the customer know what was about Read more

It’s Not About the 5-Minute Wait - 3/12/24


Robert went into his supervisor’s office to update her on a situation at the payment desk.  Robert said that a customer was about fourth or fifth in line, waiting to be served, and the customer was complaining loudly about the wait.  He was there to make a property tax Read more

Lessons from the Greats - 3/5/24


I was recently facilitating a workshop on the customer experience, and I made the point that it’s usually beneficial to look at your personal life for great experiences; identify what really resonates with you in a positive way in order to uncover ideas to improve your own customer service. So, Read more

The Empathy Roadmap - 2/27/24


For some people, empathy comes naturally.  There’s an innate desire to learn about the other person and to sincerely convey that sense of interest and caring.  But for many of us, sometimes it helps to have a communication plan.  It helps to know what to do in order to Read more

“You’re the Boss” - 2/20/24


Terrence is excellent at what he does.  From a technical standpoint, he knows how to keep the facility clean.  He’s the lead custodian, and he knows that keeping things straight does not necessarily mean keeping things sanitary.  He knows what chemicals to use and not to use, how to Read more

Customer Understanding Leads to Relationship Growth - 2/13/24


We’ve worked with educational organizations at all grade levels over the years.  One special and unique characteristic about the staff who work in these organizations is that there’s a clear intent to know about the students as individuals, to focus on them rather than purely focusing on what’s delivered Read more

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Grow Your Slice of the Pie

Posted on February 29, 2012 in Business Advice, World of Customer Service Please leave a comment

Shareholders like earnings. People like pizza. So how do you get better earnings in a pizza firm?

According to Domino’s Pizza CEO Patrick Doyle in this article on cnbc.com, it’s about “retention and customer satisfaction.” The company’s 4th quarter net income rose to $30.9 million. He also addressed how social media has allowed more 1-to-1 communications with customers.

Not every business lives and breathes customer retention, and much of that is because those that don’t live and breathe customer retention instead live for the new conquest, the new sale, the new client. It doesn’t have to be an either/or thing – retention v. the new sale – but it’s something businesses need to debate. And the debate needs to start with this one question – how much of next year’s revenue will (or should) come from this year’s customers?

Any understanding of the importance of customer retention starts with an intentional determination of the financial impact of retention. So how much of a slice of the revenue pie comes from past customers? How can you increase that slice? What’s your retention target? What drives their loyalty? How can you grow relationships with them? And when they leave, how do you find opportunities to get them back?

Answer these questions to grow your slice of the pie.

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/


Order a Pizza…Save a Life…

Posted on February 24, 2011 in Business Advice Please leave a comment

Talk about knowing and caring about your customer! This story about how a Domino’s Pizza delivery person may have saved a life was an amazing read and video. Check out the story, and think about how this could happen in your company…

An 82 year-old woman orders a pizza every day for 3 years. When one of her frequent delivery drivers learns that the customer hasn’t ordered in 3 days, the driver goes to the woman’s house and helps to find out that the woman had been on the floor of her home for 3 days and hadn’t been able to call for help. The woman will be fine, and this delivery driver may have saved her life. There are MANY lessons we can take away from this story.

First, be proactive with customers. Don’t allow their perception of you to be based purely on when they initiate the transaction or the conversation.

Second, monitor the activity of your customers. If something changes, that could be a symptom of a problem (or an opportunity for growth!). Act on those changes in behavior.

Third, care about your customer, and make sure they know you care by reaching out to them in ways that don’t always have a sales pitch attached.

Enjoy pizza, enjoy your customers, and enjoy life!

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/