What happens when things are out of stock? Customers … choose something else. buy everything but that item. change their mind. leave empty handed. complain to the person who can’t control it. ask for a discount. get mad. It isn’t Read More …
Sometimes, I wonder if someone is merely encouraged or scripted to say certain things. When you hear them say it – the words said in a such a way that doesn’t quite seem natural, almost forced and looking for a Read More …
A multipass gives the consumer the concept of savings, while they spend far more money. Better value per visit, but overall outside of the normal threshold of spending. Visit us more than once and save big. Totally compelling. How many Read More …
Do you ever find yourself, as a marketer, operations or manager of a business (or someone who can simply relate) and have empathy as a customer…for the employee? I routinely find myself being upset on behalf of the people who Read More …
I am not yet, but soon I will be ready for Christmas. This week was a kick off to the (what I will call pre-season) with house tours and light show previews – all for a good cause. These local Read More …
Even when you are already closed, if you pick up the phone, the customer is more likely to call you again in the future. Of course, this does more than provide empathy for the customer, it gives you insight into Read More …
If you are in charge, you can make up the rules, right? Sure. I guess so. It works too. If – there is no other choice. Until there is. And – then, it stops working. Alternatively, sometimes people will stop Read More …
When you need just a part of the whole replacement part is that a waste, or proactive design? Most replacement parts are available because they wear out, break or can be broken. Luckily the manufacturer knows this, and makes them Read More …
Working through a customer service issue it is not easy to maintain patience (is it?) No matter what side you’re on you have to maintain patience whether they are overly rude or excessively sweet…and hopefully able to find a resolution. Read More …
When they say we will tell you later… is that helpful? do they not know yet? is it a secret? have they figured it out? are they still working on it? is it a surprise? I know what I mean, Read More …