Amazing Your Customers Every Day of the Year

Amazing Your Customers My friend Debbie wrote the following Facebook post about amazing your customers two days before Christmas 2017: Debbie and I worked together and our late boss, Mike Costello, always said, “When you make a mistake, it’s an opportunity to win a customer for life.” Think about how delighted Debbie was with the …

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how to amaze your customers

When Customer Focus Includes Sharing Customer Information

In survey after survey, one of the most common complaints from customers is having to repeat the same customer information every time they change to a new person. I would love to hear from someone telling me why some companies can’t get their systems talking to one another to prevent this widespread complaint. I called …

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customer information

Trying to Understand Intent

In dealing with customers, colleagues, and others, assume good intent. To be clear, I’m not naive enough to think that no one has bad intent. I just believe, deep in my heart, that most people have good intent in whatever they do. I believe that most people are honest, compassionate, hard-working, and want the best …

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knowing intent
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