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 »
I overheard part of a conversation in a shop last week, between a customer and member of staff. The customer was irritated that the price he was charged was higher than the price on the signage and he wanted the shop assistant to know what had happened. The assistant’s response was to leap to a
Why it isn’t their job to understand? Read More »
If you’ve made a mistake? If your behaviour has been deemed to be inappropriate … even if you think it’s unfair? If the company has made a mistake … and you’re talking to the client? I remember being told never to use the word “sorry” at work. Apparently it diminishes your authority! I was told
Do you think you should say sorry? Read More »
Have you been at a networking event or meeting and found that you haven’t really heard what’s being said? It wasn’t the level of noise in the room but truth be told … you just weren’t listening properly? It could be because you got distracted by another conversation in the room, or you started thinking
Are you guilty of not listening properly? Read More »
We had our carpets cleaned recently. And I was struck by their customer service process. It was a timely reminder that staying in touch makes a difference. We last used this company to clean our carpets over 10 years ago. And every year since, we’ve received a call to let us know when they are
How to get your customers recommending you at virtually no extra cost. Read More »
