Susan Hoekstra
shoekstra@theservicejourney.com
Customer Service Expert
Author: The Service Journey
BLOG.TheServiceJourney.COM
It Doesn't Fit - Customer Service / Client Experience Contest
Today I was out for my walk. It's actually starting to feel like spring, with temperatures in the 40s! While walking, I was enjoying the beautiful weather. I was also distracted, however, by the garbage in front of some neighbors' houses. One neighbor has had an empty pasta box on the sidewalk all week. Another has some cellophane. I'd be happy to help pick it up, but I walk with 10 pound weights in my hands, so I'm on a mission of sorts!
It got me to thinking though. How often have you done business with a person, store, restaurant, doctor or firm and been distracted by something that just doesn't fit with what they say they are? Here's an example: I once went to a doctor's office and the plants were all dead. The dead plants don't fit with someone whose occupation is supposed to be preserving the length of his patients.
So let's have some fun. Tell me your 'It Doesn't Fit' Story, by << MORE >>
What's The Big Deal? It's Only One Customer Complaint ...
Very often we hear the 1983 TARP study recited that states one disgruntled client speaks with an average of 10 clients. With the advent of the internet and e-mail however, and more recently, social media such as blogs, tweeting, and Facebook, this statistic is considered very outdated. Which is why I was so happy when TARP Worldwide sent me these updated statistics from their 2008 research:One unhappy client who escalates their issue to management represents 50 clients, on average, who either complain locally or don't complain at all.
75% will complain to << MORE >>
Wanna Save Your Clients? Have a Great Service Recovery Process in Place
A friend of mine shared her recent experience at Mon Ami Gabi in Las Vegas. I thought you may enjoy it. It has a lot of good qualities for a great service recovery process ... and shows a great use for client loyalty surveys as well.
Hi Sus, This e-mail made such a good impression that I had to share it with you. Background: Ate at Mon Ami Gabi (at Paris Hotel/Casino, across from the fountains at the Bellagio). They gave us a free "taster" appetizer that was FABULOUS, then we had baked brie on garlic toast -- also FABULOUS. Then, I had the worst steak of my life! My friends seemed to be enjoying it, so << MORE >>
Please Check 'Excellent' for the Children: The Problem with Client Loyalty Surveys
I received an e-mail from Macy's this morning letting me know my December bill was now due. Unfortunately, I hadn't used my Macy's card in a while and couldn't remember the information necessary to login. Even more embarrassing, I entered my e-mail address incorrectly, so the site was unable to e-mail me the login details. What can I say? I never e-mail myself! So the computer screen popped up asking me to call customer service, which resulted in me speaking with an individual who was very professional and helpful. She didn't even make me feel foolish! At the end of the call she did something more and more companies are doing these days. She let me know ...<< MORE >>
Take the Risk to Deliver Great Service
I personally have been reminded recently that when it comes to human emotions, people may interpret the same event very differently. Everyones' past and their personal experiences influence their viewpoint. I recently hurt a very good friend because I was looking at the event exclusively from my viewpoint, never even imagining the same event could be interpreted any differently. In fact, I never even realized they were upset until weeks later, because it ...<< MORE >>
2010 Employees' Resolutions for Customer Service
>
Happy New Year everyone! The beginning of the new year allows us to reflect on what went well in the past and what changes we would like to make in the future. For me personally, I'm going to finally lose that last 10 pounds (again)! While we define our personal 2010 resolutions, let's set up some customer service resolutions, as well. Understand the why part I - Why does your client want to go to that destination, liquidate that account, order that dish, buy that house? If you understand what is behind your clients' thought process, you will be able to offer much better advice. For example, if you know that I want ...<< MORE >>
2010 Employers' Resolutions for Customer Service
It's hard to believe it is nearly 2010! Happy New Year to you. The beginning of the new year and new decade affords us a great time to reflect and make a fresh start. This is true on an individual basis, but is also true when it comes to customer service for you as a manager, leader and employer. Especially as the economy improves, it is going to be imperative to deliver a great service experience so you can reap the benefits, and differentiate your business from your competition. Enclosed are my 2010 resolution recommendations which will help you and your firm deliver great service experiences. Review your ...<< MORE >>
Traveling for the Holidays? Brace yourself for Inconsistent Customer Service ...
Came across this blog with timely customer service travel tips. There may even be a quote in the article from someone you know!
Have a wonderful blessed time celebrating the season with ...<< MORE >>
Celebrate The Service Journey!
<
I'm often too tough on myself. I no sooner finish one project or chore than I immediately refocus my attention on the next task at hand. There's always so much to be done! However, what ends up happening when a break isn't taken and the milestones acknowledged and celebrated, is I tend to become less productive, discouraged and not as creative. This is also true when implementing your own service journey in your department or business. No doubt you have realized service does not just happen and it's hard work! Rather than << MORE >>
Let Your Clients Know!
I recently was looking at my blog and realized because I have written so much on various customer service topics (this is my 50th blog entry!), it may be difficult to navigate and find articles on particular topics. I therefore have added a search function, added links for some of the more popular topics, and added a section for some comments that made great customer service points. They all can be found on the right-hand side of my blog, so it should make it simpler. Chances are, if I had not pointed out these enhancements, you may never have realized it, however. And the same is true for your clients. How often do you make enhancements ...<< MORE >>