I was reminded of the importance of small things that reflect empathy just last week and how it can make such an important difference. I was at my mother’s house when the HVAC technician arrived to check the air conditioning system before the weather got too hot. I answered the door to a bright, clean and friendly young man with a warm smile. Here are four little things that he did during the course of his work that demonstrated that he had empathy.
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Empathy – I’ll Know it When I Feel it
Tagged with: creating the customer service experience, customer service excellence, customer service expert, customer service training for service reps, how to increase customer service, service rep training, showing empathy in business, what is empathy
Posted in Business, Consulting Services, Management, Service
Posted in Business, Consulting Services, Management, Service
The Difference Between Losing a Sale and Losing a Customer
This incident brought to focus the difference between losing a sale and losing a customer. Sometimes we get so focused on the prize, that we will rationalize any means to get there. Questionable tactics may win the sale on occasion, but the risks are high. If caught we will not only lose the sale, but also the customer. And that lost customer is bound to tell others about the experience.
Don’t Make Promises you Can’t Keep – Especially in Business
At check out we expressed our disappointment. We explained that we had expected a quiet, relaxing stay as promised on their website but we experienced just the opposite. We felt that we should have been told about the wedding at the time of booking and advised about the noise problem associated with the room we were given. We then could have made an informed decision about whether to stay there. The inn should have been prepared to turn us away but instead chose to fall terribly short on their promise. Instead of more raving fans, they created raving detractors. We certainly won’t recommend this place and will avoid it on any future visit.
Rude Awakening to a Valuable Reminder
In a funny way, this rude awakening proved to be a valuable reminder for me. Sometimes, through our actions or words, we are teaching our teams to behave in ways which are polar opposites to the desired behaviour. We forget sometimes that as managers we are in a fish bowl and everything we do or say is analyzed by our team for consistency and often used as a model for their own behaviour.
CMCEF Webinar Series
I am delighted to let you know about a webinar series that I am presenting in conjunction with the Canadian Mechanical Contractors Education Foundation (CMCEF) that I thought would be of interest to you. The series is called Transforming the Service Experience. The webinars are intended to help service companies in today’s highly competitive service environment create a highly valued service experience that distinguishes them from their competitors through the activities of their field service team.
Tagged with: Canadian Mechanical Contractors Education Foundation, CMCEF, creating the customer service experience, customer service consultant, customer service expert, customer service webinar series, defining the customer experience, Jim Baston, maintaining the service experience, Transforing the Service Experience
Posted in Business, Consulting Services, Customer Service, Education, Management, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Service
