Sometimes a great customer service story is focused on a grand gesture, an act that amazes the customer. A Nordstrom accepting the return of four tires from a dissatisfied man even though they don’t sell tires. A maid at the Ritz Carlton guaranteeing that the hotel would replace a guest’s missing laptop computer if it wasn’t found by days end. Most of the time, customer service can be found in… Read More »Eight Simple Rules to Awesome Customer Service
In his landmark customer service book, Selling the Invisible, Harry Beckwith offers a three step 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). This occurs most often in budding businesses where the product or service is unique or new and customers will accept minimum standards. In fact, Beckwith calls this stage, the… Read More »Nothing and Everything is Possimpible
Eventually, we’ll open up. Eventually, we will have real LIVE students in a real LIVE classroom. The Post-Corona classroom may be different, but many things will not change. Below, we’ll examine both. The three biggest challenges facing every class (at least from the student perspective) are: money, relevance and time. Income is down, budgets are tight and I (the student) am swamped. So in order for a student to want… Read More »The Post Corona Classroom
If you asked my sons what they learned from me growing up they would tell you TWO things: The 1st was to Be aware. If one of the boys was reaching across the table and knocked over their milk, no one was angry about the milk. The lesson was that next time, you should be aware of your surroundings. Headspace fonder, and former Buddhist monk Andy Puddicombe had a teacher… Read More »Daily RICHual #85: Lessons to my Sons
I quote the Ritz Carlton credo: “The Ritz-Carlton is a place where the genuine care and comfort of our guests is our highest mission. We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambience. The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.” So, it’s all an… Read More »Daily RICHual #64: Ritz Carlton: It’s all an act.
I have an idea: Wanna be a great salesperson? Be nice. Bruce Nordstrom said: ‘‘We can hire nice people and teach them to sell, but we can’t hire salespeople and teach them to be nice.’’ If you think it’s all about you, if you have a cynical, negative view of others, especially customers; if you think they OWE you something, you don’t have a snowball’s chance in hell at being… Read More »Daily RICHual #63: Are you NICE?
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
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?
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
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