#0674 Judgement or Curiosity
The person who cut you off in traffic, the waiter who got your order wrong, the call centre operator who seemed to not care. Easy to criticise a moment in their day, brand them with…
Category: Customer Service
#0663 Banks Hey
We expect the worst and convoluted is an understatement. Whilst organising some finance my bank sent me an email asking me to sign a document and return by email. Only problem, the request came from…
#0659 The Cost of Email
When someone sends you an email, is it reasonable to expect a response within a day if not hours. I am conflicted on this one. Yes is my immediate reaction especially if the email is…
#0637 Peek-a-boo
A prospect will spend 80% of their decision effort researching options before talking to a human. That is a lot of time not talking to you directly and in the end they may never reach…
#0627 Those Who Matter
You have a few seconds if you are lucky. It is not that our attention spans are getting shorter, we our however getting pickier. Spoilt for choice we can afford to move onto the next…
#0610 Too Many Options
There are far too many options available, so why you. What have you communicated. What about your actions, what do they convey. Do they trust you or are you at arms length. Do they have…
#0597 The Ground Work
Like it or not, to run a successful business you must be able to sell (consistently) – so sell more. To sell consistently you must have a large sphere of influence to find the ready…
#0594 Why Not
Why do you do what you do? Can you answer this seemingly innocuous question. How does it make you feel. Does it drive you to do better. What impact are you making. What does it…
#0593 Your Best Year
Have you ever pulled apart a smartphone, precision engineering at its finest. Yet they improve on it year on year. Apple could have stopped when they hit iPhone 4 as it was far ahead of…
#0588 Hand Crafted
Is ‘minimum viable product’ mentality hurting us? I get the need to get something to market quickly in order to test if it is going to fly, but what are we not getting in exchange….
# 0585 Pleaser
You can buy a burger for $5, you can experience one for $50. There are those who would never splash out on a fifty dollar burger and there are those who would not blink an…
#0577 Tiny Details Add Up
It’s the little things you should pay attention to. These are the things that make you stand out from the other 98%. The biscotti with your coffee, the thank you note, the attention do detail…
#0574 Do as you Say
Communicate what you can do, then do as you say. Telling me what I want to hear and then not delivering on that promise will lead to mistrust. Actions ultimately speak louder than words.
#0570 The Artisan
The difference between good and great can be subtle but powerful. The barista that takes care of each and every cup, the chef that sources the best local produce. The service provider that smiles no…
#0566 Working With
If you have a (genuine) budget below what your provider quotes you on, you must be willing to compromise. Expecting the same or more is irrational and never ends well. Work with the parties on…
#0562 Be Visible, Be Available
Prospects will consciously ignore you. There is too much going on in anyone’s life to be able to pay attention to everything that is thrown at us. So by design, we are programmed to ignore…
#0559 Matching Pair
I am confused. You say one thing and do another. Your stated company ethos and values do not match your actions. Culture is built on everyday behaviours, not your mission statement. Humans notice.
#0548 Start With You
Who are you doing this for? Classic response is, for my family, for my customers yada yada. That is honourable and everything but it does not translate unless you do it for yourself first. Good…
#0545 Painfully Slow
Bogged down in red tape? As an enterprise gets bigger it is natural to place additional checks and balances to ensure continuity. Many do so at the expense of what got them there, speed and…
#0538 Feeding Frenzy
Technically, you can feed an infinite number of people with a single pizza. The more slices you cut however diminishes the amount each person gets to a point it may as well be zero. How…