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Customer Service

Customer Service Ramblings

Rambling #1. It was Harry Beckwith in his book Selling the Invisible who said, “A customer’s satisfaction is the gap between what the customer expects and what they get.” Some would believe that Beckwith’s quote tells us to under promise, I think differently. I think what Beckwith is saying is that sales people should manage customer expectations. If I send a letter from Denver to Savannah, and the post office delivers it in 3 days… Read More »Customer Service Ramblings

Daily RICHual #62: Who’s on top?

When most people think about high levels of customer satisfaction, they often think about two places: Nordstrom’s and the Ritz Carlton. Without dragging out the inevitable, there are a couple of reasons these are the two top of the mountain examples of great service: 1.They know HOW to treat their customers, because 2.They know how to treat their employees If you looked at the pyramid/hierarchy thing from Nordstrom’s it would… Read More »Daily RICHual #62: Who’s on top?

Daily RICHual #61: Selling the Invisible

As it seems that the Daily RICHual is leaning itself towards weekly topics, I figured I would go with that trend and spend this week on the topic of customer service. It was Harry Beckwith in his book Selling the Invisible who said, “A customer’s satisfaction is the gap between what the customer expects and what the get.” Some would believe that Beckwith’s quotes tells us to under promise, I… Read More »Daily RICHual #61: Selling the Invisible

Daily RICHual #36: The Price of a Cookie

Boarding my flight yesterday, I was reminded of a time long ago when Frontier Airlines served freshly baked (well, re-baked) chocolate cookies on their flights. I don’t like living in the past BUT, It was a sad day, on April 25, 2012, when my boarding inquiry about cookies, was met with this response, “We are, but I hear from catering that this is the last time.” What? I looked it… Read More »Daily RICHual #36: The Price of a Cookie

Daily RICHual #34: Harry Beckwith meets Barney Stinson

In his landmark customer service book, Selling the Invisible, Harry Beckwith offers a three stepm approach to marketing your product or service(s). Step One is where you are trying to get what Beckwith calls, “a basic, acceptably reliable product” (or service). Step Two is where competition has entered the scene. Competition creates a need to listen to the customer, listening creates refinements and improvements. Beckwith says answering customers needs is… Read More »Daily RICHual #34: Harry Beckwith meets Barney Stinson

Daily RICHual #32: Gretzky and PREactive Service

Hockey great, Wayne Gretzky, once explained that the greatest players didn’t go to the puck, they went to where the puck will be. Anticipation. Proactive playing? No, he showed us something new. He gave us PREactive. Customer Service is like hockey. While it is better to react than to do nothing, it is much better to be proactive than to simply react. Being proactive was a great idea when it… Read More »Daily RICHual #32: Gretzky and PREactive Service

Daily RICHual #28: Use Your Tools

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After attending the R4 RE/MAX convention, I am reminded of the number of real estate agents that are not aware of the tools at their disposal. Most of the major real estate brands have spent millions of dollars attempting to give their agents an edge in the marketplace through a plethora of tools, systems and resources. At the same time, agents everywhere complain that their companies take their money and… Read More »Daily RICHual #28: Use Your Tools

Daily RICHual #26 Customer Service: Giver or Taker

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When it comes to customer service, do your people perceive you as giving more or taking away? As we know, a huge part of customer service is perception. What does the customer think they see or think they experience? A group noticed two candy stores in the same neighborhood that offered, pretty much, the same candy. Kids, however, preferred one over the other by leaps and bounds. When asked “WHY?”… Read More »Daily RICHual #26 Customer Service: Giver or Taker

Candy Store Service: Are You A Giver or a Taker?

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When it comes to customer service, do your people perceive you as giving more or taking away?    As we know, a huge part of customer service is perception. What does the customer think they see or think they experience?   I got thinking about this after reading an article on the website www.customerservicemanager.com. The group noticed two candy stores in the same neighborhood that offered, pretty much, the same… Read More »Candy Store Service: Are You A Giver or a Taker?

Daily RICHual #25: Train People to be with People

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Without naming names, there are quite a few entities in the real estate business focused on delivering products, services, and methodology to obtain more sales. Some sell programs and apps, some sell their services, and some “employ” agents. As a trainer of real estate agents, I have seen it all and see more every single day. And while some of it is great, some of it sucks and some of… Read More »Daily RICHual #25: Train People to be with People