6 Customer Service Facts for Every Business
FEBRUARY 2, 2016
you won't be successful without them. This original article was written by Steve DiGioia. The world of business is fraught with a myriad of theories, quotes and snippets of information all designed to help wide-eyed junior entrepreneurs become successful. Then there are the wise sages who are paid handsomely to bestow others with their experience and long-held beliefs. Listen here.
5 Proven Ways Women Are Better At Customer Service
AUGUST 8, 2016
let’s look at the facts This original article was written by Steve DiGioia. I know this may cost me my “ man card ” but there is no way a man can compete with a woman when it comes to providing great customer service, period! We’ve all read books about how to provide great customer service. They always seem to focus on the specific skills needed to be successful. Listening. Women win at listening.
7 Guaranteed Ways to Lose a Customer
OCTOBER 17, 2016
because my loyalty does have limits This original article was written by Steve DiGioia. You failed them again. Be honest – face the facts! You worked hard for years to build a loyal customer base and now look at you. Your customers are leaving in droves. What happened? Sales are down, bills now pile up. Employee morale is low and coming to work is no longer fun. You became the “bad boss”….
Would You Do THIS For Your Customer?
OCTOBER 22, 2015
what sets you apart from the competition? This original article was written by Steve DiGioia. When I was just a young lad I remember when my mother bought her first car, a 1970 Ford Maverick. It was white with a red plaid “Landau” roof; just a fancy term for a car roof style with a layer of vinyl. Anyway…back to my story. We went everywhere in that car. That’s where I came in.
5 Things You Can Do to Make Your Customer Experience Stickier
Tactics for Boosting Engagement and Brand Affinity.
Big or Small Customers, Which is More Important?
NOVEMBER 9, 2015
do you take better care of the "big guys"? This original article was written by Steve DiGioia. We must nurture each customer as we do each flower in our garden. Yes, there are the larger and more colorful flowers that immediately capture our attention but never underestimate the small delicate flowers (our smaller customers) that are sprinkled throughout the bed.
This is Why Cheerleaders Give the Best Customer Service
SEPTEMBER 24, 2015
get your pom-poms out! This original article was written by Steve DiGioia. Last Monday I was fortunate to get out of work early enough to rush over to watch my daughter’s cheerleading squad perform during the high school football game. Then, at the conclusion of the game, I saw something that I never thought much about at earlier games I’ve attended….
5 Foolproof Tactics to Win Over Any Customer
SEPTEMBER 10, 2015
get it right the 1st time This original article was written by Steve DiGioia. The customer…the magical part of any business. Day after day they flock to your business with cash in hand. Life is good. But what happens when they stop? How do we get them back? Here’s 5 foolproof tactics to win over any customer. Use them freely… 1 – Vow to be Excuse-Free.
Learn What This Person Did to Get a $20 Tip for a Cup of Espresso
OCTOBER 19, 2015
or "how to adapt to your customer's needs"? This original article was written by Steve DiGioia. Yes you heard right…my waiter got a $20 tip for just getting a cup of coffee for a guest. That’s pretty good, what secret trick did she do to make it happen? We must always expect to make adjustments and substitutions to the well-thought-out menus that our chef has developed.
How Does Customer Experience Impact Angry Customers?
Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.
12 Rules to End Bad Customer Service – Part 2
SEPTEMBER 7, 2015
This original article was written by Steve DiGioia. Once again, time to discuss how to end bad customer service. Have you followed any of my first 6 rules in Part 1? I h ope so, because I know they work. Strap yourself in; here’s Part 2. . ~~~~~~~~~~~~~~~~~~~~~~~~~~~. 7 ► Be “a person” to your customer, not just “the waiter” or real estate agent or store clerk.
They’re Watching You…Are You Ready?
JANUARY 4, 2016
and they're watching your employees too! This original article was written by Steve DiGioia. Sitting on that park bench on Sunday afternoon, what are you doing? Reading a book, feeding the birds, eating lunch, talking with a friend or loved one? Or maybe you’re just “people-watching”. We do it all the time. People watching. We all do it. So why do I bring this up? Click To Tweet. Probably not.
I Don’t Care if it’s Against Company Policy
OCTOBER 29, 2015
that's YOUR problem, not mine! This original article was written by Steve DiGioia. Have you ever walked into a store or been a guest at a hotel and had a problem that was “out of the ordinary”? Of course you have, it has happened to many of us. It may be that the store “sale” was over and you wanted to return a product for credit or your room was not exactly to your liking.
The Dreaded Wedding Breakfast and How to Nickel and Dime a Customer
OCTOBER 26, 2015
but what about the "big picture"? This original article was written by Steve DiGioia. The wonderful world of weddings. You book the event and promise the “perfect wedding” The birds will sing, the flowers will bloom and the rainbow will shine in all its glorious colors. Well at least that’s the plan… The wedding night finally comes and guess what? A great end to the day.
Are Your Technology Decisions Killing Your Customer Experience?
Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.
What’s The Difference Between a Customer and a Guest?
FEBRUARY 22, 2016
there IS a difference? This original article was written by Steve DiGioia. How do you treat the people that enter your place of business? What do you hope to gain from them? Are you more interested in providing value or to just fatten your wallet? Do you treat them as a $$$ sign or just a one-shot deal? Do you treat them as a burden because you will need to deal with their questions?
The 8 Remarkable Traits of Leadership
SEPTEMBER 28, 2015
What makes a leader? Is it making great speeches or bossing others around? Of course not. This original article was written by Steve DiGioia. Leadership. We all wish that others thought of us as a leader. We have the skills, the drive and the “ intestinal fortitude “…(whatever that is). We work hard, overtime as needed, without complaining. But is that all it takes?
Can Great Customer Service Make Shopping Fun?
DECEMBER 17, 2015
isn't that what customer service is all about? This original article was written by Steve DiGioia. Shopping; a necessary evil. Inattentive sales people, long lines, poor service, messy stores, high prices, etc. Retail sales people of today no longer know what customer service is. Most people don’t enjoy shopping, we wonder why. I’m no different. But for me it was. Here’s my story….
Here’s How to Stop The TripAdvisor Blackmail
MARCH 7, 2016
and don't hold a potential bad review over my head! This original article was written by Steve DiGioia. What do you do when someone threatens you with “ TripAdvisor Blackmail ” by posting a very negative review if you don’t give into their demands, even if they are unreasonable? Even if “the customer is wrong” ? Let’s take a step back for a moment…. So, what do these figures mean? It’s not fun.
5 Customer Satisfaction Templates You Can Use Right Away
Begin or improve your customer satisfaction program with these 5 ready to use templates.
3 Things I Learned About Customer Service by Being a Plumber First
NOVEMBER 30, 2015
all those cuts and scrapes were worth it in the end This original article was written by Steve DiGioia. I once read that if you can’t learn something new each day then it doesn’t make sense to even get out of bed. Well that may be a little harsh but there is something to this statement. This is true in my case as well. Why else would they buy from you over someone else? Keep Your Pipes Straight.
Do This and You Won’t Get My Money Anymore!
OCTOBER 12, 2015
I'm tired of your poor service This original article was written by Steve DiGioia. Ah, a leisurely lunchtime meal at my local family-themed restaurant (no need to mention the name, but the story is true). I had high hopes that were dashed before I even sat down , here’s my story. A pleasant routine we try to follow once a week. Family bonding, husband and wife bonding…a date!
And You Wonder Why Business is Bad
FEBRUARY 15, 2016
doesn't the buck stop with you? This original article was written by Steve DiGioia. We hire those we expect to help us get better. We want them to be the front line of our business. We put our trust in their efforts to do what is “right” for our customers. Oh, this doesn’t happen at your company? And you wonder why business is bad. And you wonder why business is bad.
What Advice Can You Offer to Anyone in the Service Industry?
OCTOBER 15, 2015
what is your 1 piece of great advice? This original article was written by Steve DiGioia. How Do You Answer That Question? Answer: Never settle for “good enough”! I believe that constant reinforcement of the standards and expectations of your department or property is the key to being successful. I am very willing to hold my staff to a higher level even if others do not.
Customer Experience Strategy: How to Measure the Immeasurable
Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?
We’ve Always Done It This Way…
JANUARY 14, 2016
that's one of the worst things an employee can say to me. This original article was written by Steve DiGioia. Something happened the other day that reminded me of a time when I was still new in this business. Yes, I didn’t have the 25+ years of experience as I do now but I still had enough under my belt to know what was going on and how to evaluate a department and its staff. Uniform condition.
Customer Service: Listening Beats the Checklist Every Time
NOVEMBER 5, 2015
Guest Post by Kate Nasser, The People Skills Coach™ This original article was written by Steve DiGioia. Today’s guest post is by Kate Nasser, The People Skills Coach™, Founder & President CAS, Inc. She uses real life stories to ignite true customer focus, and here is her story. She checked in and went to the room. The bed was made and the room was in order.
The 4 Must-Have Customer Service Skills to be Successful
APRIL 7, 2016
guest post by Lynn Macfarlane This original article was written by Steve DiGioia. Today’s guest post is by Lynn Macfarlane. Early on in my recruitment career I was provided with leads to generate business but I knew at some stage I would need to get away from the telephone and the cold-calling monster and do what others were not doing, i.e. knock on doors and make face to face introductions.
Speak to Me as a Person and Don’t Read a Script
FEBRUARY 11, 2016
I'm flesh and blood but you're a robot! This original article was written by Steve DiGioia. Too many businesses continue to offer a workplace that leaves no room for the employee’s personality to come through. They think they know better… but do they ? Business has changed so much since “ days-gone-by “ The old ways may not work in today’s economic climate.
7 Steps to Elevate Your Customers' Experience
Learn how to walk through your customer's journey in order to improve their satisfaction and engagement
12 Rules to End Bad Customer Service – Part 1
AUGUST 31, 2015
This original article was written by Steve DiGioia. Much has been said and written about the “ secret to customer service ”. Do this, don’t do that. Customers want this and don’t like it when you do that. Many offer some great, and probably very useful, ideas that will fix the issues of service. Well, I don’t know about “the secret” but here are my rules to end bad customer service. 1 ► If you can’t relate in a pleasant professional manner with people that want to give you their money, then maybe the customer service industry is not for you.
What Do You Do When Your Employees Don’t Care?
SEPTEMBER 21, 2015
is there a way out of this? This original article was written by Steve DiGioia. We expect much from our employees. Work long hours but still make no mistakes. Come in on weekends or holidays and remember to treat every customer as your friend or family in order to provide the highest in customer service. Seems pretty reasonable, right? But do we believe that each of our employees takes their job as seriously as we do? If so, this may be a big mistake on our part. Not every employee is happy with their job or will go to the ends of the earth in order to fulfill the needs of the company.
What Was The Last WOW Customer Service Experience You Received?
FEBRUARY 25, 2016
one that is still remembered years later. This original article was written by Steve DiGioia. For me it happened about 4 years ago when I got a few days off and took my family to Hershey Park in Pennsylvania. We haven’t been there since my kids were little and now it’s time for THEM to drag ME on to the roller coasters. We had our kids so no “adult beverages” for us today.
What’s Wrong With This Company?
OCTOBER 2, 2015
why do they do things like this? This original article was written by Steve DiGioia. That’s not the way it’s supposed to be? Why do we need to do this? I can’t work this way. What’s wrong with this company? How many times have you heard a newly-hired person say things like this? They come to their new job with rose-colored glasses and all of a sudden think that their new company does everything wrong. “I’m I’m used to doing it like this”, or “that’s not the way it should be”. Who’s to determine “the way it should be”? The new employee or the business itself?
When Great Customer Service Is Inappropriate
SEPTEMBER 17, 2015
Guest post by Matt Heller, author of "The Myth of Employee Burnout" This original article was written by Steve DiGioia. Today’s guest post is by Matt Heller, founder of Performance Optimist Consulting. Matt writes about how great customer service almost ruined his RUSH concert! You know me; I am all about great customer service… knowledgeable, friendly, thoughtful customer service.
Here’s How to Keep Customers Coming Back for More
NOVEMBER 2, 2015
it's really not that difficult This original article was written by Steve DiGioia. A long-term repeat customer is the goal of every business, one who continues to purchase from you time and time again. But what is it that keeps them coming back? Is it low prices, a continual stream of coupons, loyalty programs, or late night operating hours? Seems simple enough.
One Word That Will Improve The Customer Experience
MARCH 17, 2016
This original article was written by Steve DiGioia. Too many people that are in the position to “greet” people never actually do that. They may say hi or hello but that’s nothing more than an acknowledgement that someone has entered your space. That’s it! Our customers wish to be part of a team and treated warmly like you do at a gathering of friends and associates. Sounds like a win-win to me….
How the Fancy Coffee Shops Have Ruined Customer Service
AUGUST 24, 2015
and you want me to pay $5 for this? This original article was written by Steve DiGioia. I remember the days, and they weren’t that long ago, when you could stop into any diner or coffee shop and ask for a “regular or light & sweet” and have the coffee prepared perfectly and placed in front of you within 15 seconds. And to make matters worse, they won’t even put the milk and sugar in it for you!
You Hired Great, But You STILL Micromanage Them?
AUGUST 17, 2015
you gotta be kidding, right? This original article was written by Steve DiGioia. There are countless websites that tout the benefits and importance of “ hiring right “ Hire for attitude then train for the skills, is talked about. Hire for experience, you can’t put enough value on experience or hire for the “right fit” within your existing company culture. So, what’s next? After the usual grace period of training for company policy/procedures and position-specific duties, your new charge is ready to fly on their own. Click To Tweet. This is ridiculous!