Category Archives: customer service
Can You Pass the Smell Test
I was stopped in my tracks by a familiar smell: My grandmother’s perfume. My grandmother, Ruth, had died several years earlier and I hadn’t smelled that fragrance in a long time. But just one whiff brought back more than 30 … Continue reading
Do Your Customers Hold Their Breath
You know the feeling. You enter a business with a customer service need and you feel yourself tensing up. Why? You’ve become so accustomed to a bad experience that you’re actually holding your breath. What’s wrong: Employees don’t know their … Continue reading
The Letter You’ll Never Send
Sit down and write a thank you letter to your organization from your best customer. This is not a letter to your customer. It’s designed to be from their perspective about what you do really well. What would they write … Continue reading
Want More Customers: Exceed Expectations
The way to customer loyalty is not through discounts, gimmicks, or giveaways. All you have to do is exceed customer expectations. It’s a simple way to Clear the Path to more business. Let’s say you get a discount coupon for … Continue reading
Customer Service: The Snot Heard Round the World
Is your customer service vulnerable? Is there something you forgot that could cost you business? These are the concerns that keep business owners up at night. Let’s Clear the Path of a obstacle you probably never would have considered. Recently, … Continue reading
Does Your Company Need a Fixer
Does your company need someone who can come in and quickly fix mistakes and problems in your organization? You could describe it as Clear the Path on steroids or a corporate gun for hire. Many action films feature a character … Continue reading
What Netflix Forgot & Qwikster Reminded Us
DVD and online distributor Netflix finds itself in the customer service doghouse over its aborted decision to spin off its DVD service into a company called, Qwikster. It’s an embarrassing public relations goof that reminds some of the time when … Continue reading
Customer Service: How Do You Say You’re Sorry
Everyone loves dealing with happy customers but how does your company handle those times when you’ve made a mistake? The handing of that customer service situation can be difference between repeat business and lost sales. Multiple surveys have found that … Continue reading