An hour a day is pushing it… Customer service should NOT be a full time job. Not if you do it right. And this is coming from someone who has spent years with customer service as my full time job. Fact is, most customer issues are easily solved. They’re even Read more
I’ve saved the worst for last here, people… Today’s email is part 5 of the 80/20 Service series Things Problem Customers Say. Find the whole series here. Sell a product or service long enough and you’ll get these people. Run a subscription model and you’ll learn to despise them like Read more
“What good is a phone call if you are unable to speak?” Today’s email is part 4 of the 80/20 Service series Things Problem Customers Say. Find the whole series here. Some companies seem to take a perverse pleasure in making people call them on the phone. Why else would Read more
“Computers are hard!” Today’s email is part 3 of the 80/20 Service series Things Problem Customers Say. Find the whole series here. As my readers should already know, the best approach to customer service is to prevent problem before they happen. To keep things simple. It’s in the spirit of Read more
“It’s not too expensive. You’re too cheap.” Today’s email is part 2 of the 80/20 Service series Things Problem Customers Say. Find the whole series here. Unfortunately, we all have budgets. Some are higher than others, to be sure, but even the richest billionaire has some things they can’t afford Read more
These people WILL destroy your business if you let them… This is something I get asked about a lot. “How can I spot problem customers before they cause problems?” And the answer is… there is no foolproof answer. Bad customers come in every shape and size, and you’ll never be Read more
Nobody’s taking your hints… Wouldn’t it be nice if customers could figure things out on their own? How do I log in? Oh yes, I click the page that says “log in.” Simple example, of course, but much of customer service consists of answering “easy” or “stupid” questions. Things you Read more
Because people still think they’re necessary… And because they’re a pain in the ass, for everyone involved. Customer service employees, customers, and everyone else in the business. As a customer, the last thing you ever want to do is call customer service at a company. When you’re looking for a Read more
And what you can do instead… Yesterday was July 4th. Independence day in the US, and just like the song, my mom’s birthday. We went to their house to celebrate, eat grilled meats, and have a good time. And as we were getting ready to leave, I noticed something. They Read more
It’s about expectations… What does good customer service look like? What does it mean? There are as many answers to this as there are people thinking about it. Same with bad customer service, if you want to think about it that way. Some things are obvious. I’ll categorize these as Read more