by Winno | Apr 7, 2021 | Customer service, Learning to lead
John Mullavey, a longstanding friend of mine, living in that magic land of milk and honey, Tasmania, is great observer of business activity. He sent me a note recently which I publish without comment other than to absolutely agree with his thoughts. “There will no...
by Winno | Jan 15, 2021 | Customer service
Good advice then, and still good advice now! Service is all about exceeding customer, client and patient expectations. Service is about making people say ‘Wow!’ It’s about making people feel great about the way you handle their enquiry, their complaint, their problem,...
by Winno | Nov 30, 2020 | Customer service
Napoleon Bonaparte was reported to have said, “A soldier will fight long and hard for a bit of coloured ribbon” or more colloquially, as I put it, “Men will die for a medal!” It’s incredible. People will do something to get recognition more often than they will do it...
by Winno | Nov 25, 2020 | Customer service, More business
Two statements that pack a lot of profitable power are ‘You never get a second chance at a first impression’ and ‘Last impressions linger’ and probably the most important time to remember them is when you and your team are dealing with people over the phone. You see,...
by Winno | Nov 18, 2020 | Customer service, More business
In a recent article I complained about difficult-to-read name badges. Now, I’ve discovered a couple more instances of people not thinking of an end user who’s vision is not what it used to be or where the circumstances may create a problem. In the first example, the...
by Winno | Nov 13, 2020 | Customer service
I know that most caring people and businesses have name badges to make themselves and team members easily recognisable and establish rapport. Now, however, as I am slowly sliding into senility, I’m finding that name badges can be the curse of my life. Why? It’s...
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