Future Sales are Hiding in Service

At the Repair and Service Center of a well-known technology company, customers are invited to examine and try the latest computers while waiting to collect their current systems

Co-Pay is a Win-Win-Win

My first book, UP Your Service!, hit #1 on the national bestseller list within three weeks of release.

What is Ron's Website Really For

I decided to upgrade my website and contacted four developers to get opinions and quotations. What an unsettling experience!

Hertz Rent-a-Car in San Francisco

I called Hertz Rent-a-Car, where I am a member of the 'Hertz Number One Club' for frequent travelers. I planned to use an award coupon for one free-day rental from American Airlines and additional award coupons for two more free days from United Airlines.

An Apple a Day Keeps the Customer

A large grocery store opened a new outlet in my neighborhood. A small basket of red apples sits by the cash register. The sign in the basket reads:

Make Customer Satisfaction a Company-Wide Focus

We’ve heard all the slogans: companies promise to treat their customers like royalty. It's clear that for many companies, customer service never transforms from a slogan into a way of doing business. But any business can become a champion of customer service. Here are 5 ideas that will help your company focus on total customer satisfaction.

How to Deal With a Customer Complaint

I got a customer with a complaint screaming down the phone at me, what do I do? Do not go on the offensive but listen to their problem then repeat it back so they know you fully have grasped the problem from their angle on the matter. Thank them for bringing the situation to your attention. You cannot fix what ...

Business Opportunities: Are We Giving The Business Away?

Is the West losing business to the East or giving it to them? At first glance, it appears that the West is losing the business, but perhaps the truth is not in the appearance.

A Sure Fire Way to Say You Do NOT Care About Your Customers

There are many ways to show your customers that you care about them. Let me share one that tells your customers that YOU DO NOT CARE ABOUT THEM. Remember, my friend, that in business it is sometimes the little things that begin to tear down the company that we have worked so hard to build.

How To Properly Use Greeting Cards To Increase Your Business

To do well in business, a business owner must show his customers that he cares. And just like in the personal world outside of business, we show that we care with gestures as simple as greeting cards.

What is Customer Service? Ten More Things to Remember!

Ask yourself why you love your favourite restaurant. Chances are that you frequent a restaurant because they offer great food and a warm ambience. But what exactly is customer service? Of course, the successful retailer knows that the answer is all of the above.

Edge Out the Competition: The 7 Keys to Service Excellence

Is your customer service strategy being utilized to enhance your competitive edge? Or is your current strategy laying a foundation for ultimate failure in your industry? Successful customer service mandates the Seven Standards of Service Excellence to assure that customers come back time and time again.

12 Sure Ways to Keep Customers Happy

Customers come, and customers go. Whether you sell to consumers or to other companies, that’s a sad fact of doing business. Sadder yet is the fact that it can cost you between three and 10 times more to acquire a new customer than to keep an existing one. With that in mind, give some thought to the following 12 proven ways to keep your customers by keeping them happy.

When Businesses Enforce Every Rule & Count Every Nickel, They're In Trouble

I look back on my career and I see with perfect hindsight how shortsighted I was in handling certain customer relationships. And because of my failings and miscues I’m in a good position to notice when others are being shortsighted or foolish with me. Generally, when they're enforcing ever rule and counting every nickel, they're in financial trouble and it's a good time for customers to seek alternatives.

Five Musts of Good Customer Service

The customer is what keeps a business fueled and running. Without the customer, there would be no business, and keeping customer happy and coming back is of the utmost importance.