I recently wrote about an experience with an Uber driver where a simple apology would have diffused and solved a very “uncomfortable” situation. Sadly, there was no apology forthcoming…. And stories like this keep happening time and time again… A friend of mine who is...
One of the things that stands out for customers that receive and value great customer service is the perception that their vendor is always “there for them” whenever the customer is in need. The opposite also rings very true for companies or vendors that fail to offer...
There’s no point in getting into an argument with your customer. Being right, but offending the customer, is wrong. Being correct, but losing your customer’s business, is wrong. Disputes with customers usually come about because of misunderstandings between the...
A friend of mine is doing an extension on her home at the moment, and funnily enough, this involves renovating and replacing an old kitchen with a brand new kitchen. And just this week my friend had to take delivery of the new oven and cooker that was going into the...
I was doing an online training for some dentists last week and I was advising them about the three key points that need to be covered on every incoming phone call at their dental offices, if they want to increase their practice new patient conversion numbers. That’s...
