Already Closed
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 …
Category: retail
Make Up The Rules
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 …
Just A Part
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 …
Maintain Patience
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 …
Tell You Later
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 …
Self Service Minimums
In the environment when someone has to help themselves, you may end up with “self service minimums“. In this scenario, consider someone who actually comes to the store because the website was not clear and/or lacked some information. When they Read More …
Pick One
First time customers, you get a free gift…just pick one. Makes you feel good. Makes you want to come back. Makes you remember them. Makes you smile. Makes you tell others about them. If you have to pick a place, Read More …
Call and Ask
In the world of online ordering, e-mail, app based reservations, sometimes, you just need to call and ask if there is an opening. Now, don’t get me wrong, I love technology that makes things faster, more efficient, takes up less Read More …
Warranties and Marketing
For sure, warranties and marketing are related. Give us the name, contact info and date of purchase. It is implied that they are actually saying “we will help you if the product breaks, but also…keep in touch with you related Read More …
I Trust You
It is okay, I trust you. Even though, truly, I don’t know you. I just met you. You look honest. Plus, you have your kids with you and they seem pretty well behaved. (Funny even.) It is nice when someone Read More …