Filling cracks with automation and metrics

How many emails did you send last Tuesday? How many phone calls did you make last Thursday? How many things fell through the cracks last week or last month? The first two are trivia until you start thinking about the time they consume compared to the return they produce. The last one is the big one: tasks […]

I love companies with slow computers

How much money do you waste by making your staff wait for computers? For slow networks? For slow internet? For slow computers? How hard do you make it for them to get their work done? How many times has a hotel desk clerk apologized to you at check in time because their computer was not […]

Your systems should focus on your clients

Do your systems serve your internal customers or all of them? By internal customers, I mean your accounting department, the staff on the shipping dock, customer service representatives, sales people and so on. Systems that serve your internal customers do things such as accept, validate and record orders, track commissions, automate shipment notifications, manage inventory and […]

Earning return business, part two

Last time, I shared a story about how Best Buy avoided losing my family’s phone business (and perhaps all our business) by bending the rules a little on an insurance claim that had gotten in the weeds thanks to a combination of errors on our part and theirs. This week, car rentals. We recently drove […]

Earning return business

When you make client service decisions, do you weigh the cost of losing the client in your decision? I’m talking about the hard cost of losing that client, not the often fuzzy, sometimes made up, and frequently inaccurate cost of a loss, that usually includes the 10-20 people (on average) that an unhappy client will […]

Tourist season is coming – Are you ready?

Before you know it, the long winter will be a forgotten memory – except for the powder days. As it finally warms up for good (whatever that means this year), school will be out and tourists will be inbound for another summer. It’s almost tourist season. Are you ready? Is your facility ready? I’m sure […]

Pivots make customer service personal

It was Saturday so my social calendar was in full swing. Earlier today, I met a friend for lunch and barley pops at a place that has a sunny, well-lit dining area perfect for the first sunny day in a long while. After being greeted as we sat down, no less than five different wait […]

You will not receive a reply.

What message do you send to customers when you tell them up front that their feedback will not get a response? How many businesses have you stopped communicating with because they don’t listen and reply? Does anyone feel that way about your business? About you? If you have to do less communicating in order to […]

The most important little thing we do

When you’re on the road, little things matter. In fact, they matter all the time. Every. Single. Day. That extra comment or tip from the lady at check-in. The friendly suggestion from the dude who drives the shuttle. A restaurant recommendation from the parking/cab attendant that turns out to be amazing and a good bargain […]

Perfect is the enemy of done – or is it?

A couple of weeks ago, NASA celebrated the one year anniversary of Curiosity Rover landing on Mars. As someone who has been taking pictures since the ’60s, I still find it amazing that we can tell a satellite orbiting Mars to take a picture of a Jeep-size spacecraft parachuting to its landing 62 million miles away […]