One of the first things I notice when I visit a business is how I’m greeted. Sometimes I’m welcomed with a genuine smile and a warm hello. Other times, the greeting feels rushed or distracted (or non-existent!) It only takes a few seconds, but those moments shape how I feel about the business before anyone […]
The customer service habit that costs nothing but builds loyalty Read More »
I was really lucky to be able to get a week away in February and with a desperate need for some sunshine we plumped for The Gambia; which was everything I dreamt of … sandy beaches, friendly people and a genuine desire to help. And as with our trip to Japan last year I’ve taken
What I learnt about customer service in The Gambia Read More »
Recently, I had to get something of ours fixed. It doesn’t matter what it was, let’s just say it was big, used regularly, and its absence was very inconvenient. The initial visit was promising. The technician came out quickly, diagnosed the issue, and told me they needed to get a quote for the part. “It
Why ghosting your customers is never good service. Read More »
Reflections from a Bucket List Adventure April was a dream come true – I finally ticked Japan off my bucket list! We packed a lot into our 12-day adventure, exploring Tokyo, Hayama, Hakone, Kyoto, and stopping in Kamakura and Odawara along the way. We were lucky enough to be there during blossom season, and it
What can we learn from customer service in Japan? Read More »
I recently found a eulogy my father had written for a family friend and colleague who he originally met when they both worked for Kurt Salmon Associates; a highly successful independent Management Consultancy founded in 1935 and as of 2016, part of Accenture. According to the eulogy Kurt Salmon’s tenet for the business was “Always
Not putting your client’s needs first is costing you money. Read More »
I’ve recently worked with a retail company who had very poor customer satisfaction ratings. The head office sent out a questionnaire to random customers and the results were poor. A lot of the complaints were about things the store manager has no control over so they could easily have batted the problem back up to
Does it really only take a smile? Read More »
I’ve been meeting a lot of receptionists this month, and bank staff and shop assistants. Not intentionally, but I just seem to have been out and about more than usual. And overall, I’ve enjoyed the human connection … however I can’t tell you the difference a smile has made to the interaction. Don’t get me
How far does a smile go? Further than you might imagine. Read More »
Have you ever been caught out on the phone? There you are mid conversation and you suddenly realise you have no idea what the other person just said. It’s not always a problem but it certainly can be … particularly if the first you notice is when they say “do you agree?” or “so what
How to stop getting distracted on the phone. Read More »
A little while ago my niece told me that someone was annoyed with her and said she knew it because they had put a full stop at the end of their text message. “But I do that – it’s just grammar” I said … “yes but they’re under 30 so they know!” she replied. Apparently,
When is a full stop not a full stop but an indication of anger? Read More »
One of the services that we offer to our tourism and front of house clients is a spot of mystery shopping! We aren’t interested in whether the signage works or the shop is well stocked. We are only interested in how the staff make us feel as visitors. In it’s simplest terms we’re looking for
How to make your customer’s day without spending money. Read More »
