Who's Your Gladys?

APRIL 17, 2017

Could a social media customer service crisis happen to your company? Here are some tips for managing one. The post Handling a Social Media Customer Service Crisis appeared first on Who's Your Gladys?

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Social Media Customer Service Tips Customers 136

Who's Your Gladys?

MARCH 30, 2017

The following article is a how-to excerpt from "Taming Gladys! The Busy Leader's Guide to Creating Fierce Customer Loyalty." Follow the instructions below to analyze the customer touchpoints in your department or at your business. Make an effort to enhance those touchpoints and watch your customer loyalty scores grow. The post Customer Loyalty is in the Touchpoints – Have You Looked at Yours Recently?

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Touchpoint Loyalty Effort Score Customers 100

Who's Your Gladys?

FEBRUARY 14, 2017

Today we’re featuring a post by our dear friend Chip R. Bell. Enjoy! —– I appreciate the political incorrectness of using such an uncouth word like “stupid.” I could use irritating, frustrating, exasperating and even nauseous. But that would not reflect the typical customer’s sentiment when they. The post Are Your Service Processes Stupid?

Customer Service 107

Customer Service Customers 107

Who's Your Gladys?

FEBRUARY 7, 2017

You might be tempted to focus on your biggest service challenge but that's typically one major nut to crack, right? The post Cracking Customer Service Challenges – One Nut at a Time appeared first on Who's Your Gladys?

Customer Service 100

Customer Service Customers Communication 100

Who's Your Gladys?

DECEMBER 8, 2016

Extended customer service hours – the ability of your customer to reach you when they perceive that they need you – is an important part of the customer relationship. Experts encourage companies to do whatever it takes to be there for the customer via social media. The post Are Extended Customer Service Hours Still a Thing? appeared first on Who's Your Gladys?

Customer Service 100

Customer Service Social Media Customer relationships Customers 100

Who's Your Gladys?

NOVEMBER 30, 2016

Does your customer service need a makeover? Even in high-end service environments, a seemingly tiny disconnect between a customer and a service provider can cause a customer to walk away from your business. Here are a few ways to minimize these types of service disruptions. It was a. The post Time for a Customer Service Makeover? appeared first on Who's Your Gladys?

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Customer Service Customers Communication 100

Who's Your Gladys?

NOVEMBER 14, 2016

If you want to deliver strong customer service, it’s important to keep learning and improving. I’m personally committed to it so when my friend Lisa Mininni (President of Excellerate Associates) announced her two-day training about how individuals are naturally wired, I cleared my calendar. Unlike assessments that. The post 4 Ways to Hardwire Customer Service Success appeared first on Who's Your Gladys?

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Customer Service Training Customers 100

Who's Your Gladys?

NOVEMBER 7, 2016

Is soft skills training important at the airport? Absolutely. It’s important everywhere, since research shows that 85% of job success comes from having well-developed soft skills. For the traveler (customer), the level of airport customer service can severely impact the travel experience. Here’s one example of the difference soft skills.

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Training Travel Examples Customer Service 120

Who's Your Gladys?

OCTOBER 17, 2016

My son is a huge MINI Cooper fan and it’s not hard to figure out why. It’s all about the customer experience. Kyle’s first car, purchased just a few short years ago, is a 2004 MINI Cooper S. Little did I know, when he made that. The post Mini USA Takes the Customer Experience appeared first on Who's Your Gladys?

Customer Experience 100

Customer Experience Customers Customer Service 100

Who's Your Gladys?

OCTOBER 2, 2016

Here’s a simple service reminder to bring to your next meeting. Share it with your staff. Include it in your internal newsletters, and make sure everyone inside your business (you included) understands that this message is at the core of your organization’s success. Every customer matters. When. The post An Employee’s Creed for Customer Service Success appeared first on Who's Your Gladys?

Customer Service 100

Customer Service Meeting Customers 100

Who's Your Gladys?

SEPTEMBER 6, 2016

It takes self-control to handle a customer with over-the-top expectations. Regardless of the type of business you’re in, there’s much to learn from Edie, the group event coordinator at Bahama Breeze Island Grille Restaurant. The post When Customer Expectations Are Unreasonable, Meet Them Anyway appeared first on Who's Your Gladys?

Customer Expectations 100

Customer Expectations Meeting Groups Customers 100

Who's Your Gladys?

JULY 14, 2016

Ready to strengthen your competitive advantage through customer service? Watch the video below (and share it with your team.) Terry Brock, CSP, CPAE asked us to reveal customer service success secrets from our bestselling book, Taming Gladys! The Busy Leader’s Guide to Creating Fierce Customer. The post Customer Service: The Competitive Advantage [Video] appeared first on Who's Your Gladys?

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Competitive Advantage Video Customer Service Customers 100

Who's Your Gladys?

JULY 7, 2016

While many companies like to combine stellar customer service with a subtle up-sell to grow their sales, there’s a fine line between an up-sell and a turn-off. Here’s a great example of what not to do. I had 10 minutes to squeeze in a quick call. The post Tactics that Kill Customer Relationships appeared first on Who's Your Gladys?

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Customer relationships Customers Sales Examples 179

Who's Your Gladys?

JUNE 23, 2016

“Leadership and learning are indispensable to each other.” – John F. Kennedy. If you’ve read “Who’s Your Gladys?” or “Taming Gladys!“, you know that we espouse lifelong learning as THE key to success. A true leader – in any field – likes pursuing new ideas and innovation. They. The post Leaders Learn: 5 Things Every Strong Service Leader Does appeared first on Who's Your Gladys?

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Leadership Innovation Loyalty Customer Service 161

Who's Your Gladys?

JUNE 14, 2016

Today’s video blog offers insight into those dreaded business mistakes you might make with customers or colleagues. It’s based on a great new book THE SUCCESSFUL MISTAKE: How 163 of The World’s Greatest Entrepreneurs Transform Failure & Adversity Into Success! written by Matthew Turner, a business speaker in. The post Gladys Recommends The Successful Mistake appeared first on Who's Your Gladys?

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Video Customers Customer Service 100

Who's Your Gladys?

JUNE 9, 2016

It takes more than quality products and services to gain customer loyalty. It’s the “customer experience” that makes or breaks client ties. By developing a few simple habits, you can win new business and keep long-term customer relationships strong. Here are three habits worth reinforcing: The Clarity. The post Building Customer Loyalty: 3 Habits That Create Strong Customer Connections appeared first on Who's Your Gladys?

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Loyalty Connections Customer relationships Customers 100

Who's Your Gladys?

MAY 26, 2016

We're excited about the proven transformative results that service teams will get from using this book. We piloted the program in Taming Gladys! with six companies and they had a lot to say about its effectiveness for creating customer loyalty. The post Create Fierce Customer Loyalty with “Taming Gladys!” appeared first on Who's Your Gladys?

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Loyalty Customers Company Customer Service 131

Who's Your Gladys?

MAY 24, 2016

Enjoy this article. Then click here to check out our NEW customer service book: Taming Gladys! The Busy Leader’s Guide to Creating Fierce Customer Loyalty. It takes energy to start each day strong. No matter how good your customer service was yesterday, each morning you begin. The post 5 Morning Rituals to Prep for Customer Service Success appeared first on Who's Your Gladys?

Customer Service 186

Customer Service Loyalty Customers Management 186

Who's Your Gladys?

MAY 17, 2016

This simple exercise creates lasting changes in the way your team thinks and acts with customers. Why? They get to hear how their peers handle tough situations. They get to collaborate and practice new ways of approaching tough situations and share what they do that works. The post A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys!

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Exercises Loyalty Customer Service Customers 179

Who's Your Gladys?

MAY 10, 2016

Small details make a big difference in customer service and with a little extra effort, you can create a memorable experience for your customers. The post Stellar Customer Service in Fast Food appeared first on Who's Your Gladys?

Customer Service 100

Customer Service Customers Customer Experience 100

Who's Your Gladys?

APRIL 27, 2016

Customer loyalty is important for a successful business. And when you move mountains to make customers happy, you expect them to reward you with ongoing business, right? But what happens when a loyal customer isn’t so loyal? When they give their business to a competitor. The post When Customer Loyalty Goes Missing, What Should You Do Next? appeared first on Who's Your Gladys?

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Loyalty Customers Customer Service 100

Who's Your Gladys?

APRIL 4, 2016

Customer service is like exercise – do it right, and you see results. It’s simple. But there’s nothing easy or convenient about it. If it was, everyone would have six-pack abs and a stellar customer-focused culture. Want to pass the customer focus fitness test? Here. The post Does Your Business Pass the Customer Service Fitness Test? appeared first on Who's Your Gladys?

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Customer Service Exercises Culture Customer Focused 100

Who's Your Gladys?

MARCH 9, 2016

No one wakes up in the morning thinking, “Today I’m going to alienate my customers.” Yet, epic fails in customer service occur every day. Could you be sabotaging your success without realizing it? Check out these top ten common things that cause customers to stop. The post 10 Things to Stop Doing if You Want Happy Customers appeared first on Who's Your Gladys?

Customers 100

Customers Customer Service Communication 100

Who's Your Gladys?

MARCH 9, 2016

No one wakes up in the morning thinking, “Today I’m going to alienate my customers.” Yet, epic fails in customer service occur every day. Could you be sabotaging your success without realizing it? Check out these top ten common things that cause customers to stop. The post 10 Things You Need to Stop Doing if You Want Happy Customers appeared first on Who's Your Gladys?

Customers 100

Customers Customer Service Communication 100

Who's Your Gladys?

FEBRUARY 9, 2016

Today’s video blog will give you specific ways to guarantee repeat business based on a great new book The Endangered Customer: 8 Steps to Guarantee Repeat Business. It’s written by Richard R. Shapiro, the Founder and President of The Center For Client Retention, a leading authority. The post Gladys Recommends The Endangered Customer appeared first on Who's Your Gladys?

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Video Customers Customer Service 100

Who's Your Gladys?

JANUARY 29, 2016

Running an effective meeting isn’t always easy – especially when emotions run high. A moaner or complainer can suck the energy right out of the room, leaving everyone drained and distracted. Luckily, there are ways to handle yourself, your team, and customers to get the. The post Dealing with Moaners and Complainers during Emotionally Charged Meetings appeared first on Who's Your Gladys?

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Meeting Groups Customers Communication 100

Who's Your Gladys?

JANUARY 11, 2016

Customers have four expectations that determine whether they’ll be highly satisfied doing business with your company, according to Gallup Research. First, they expect ACCURACY – Does your staff meet the commitments they make to customers? Is the product (or service) as promised? Does the billing match. The post Which Customer Expectations Matter Most?

Customer Expectations 100

Customer Expectations Customers Meeting Company 100

Who's Your Gladys?

JANUARY 4, 2016

Customer trust is developed in your organization over time and through shared experiences - like online reviews and personal recommendations. Having conversations with your team about trust-building is crucial but it can backfire. Here are five things to keep in mind to build trust with your team and customers. The post 5 Ways to Build Customer Trust appeared first on Who's Your Gladys?

Customers 100

Customers Customer Experience Customer relationships Customer Service 100

Who's Your Gladys?

DECEMBER 29, 2015

I received a wonderful Christmas present from my husband this year from a company called Soft Surroundings. They sell clothing that’s soft and comfortable, along with fragrances, shoes, accessories and other things of interest to the 45+ woman. They understand their audience well and while. The post Paying Attention to Customer Touch Points Matters appeared first on Who's Your Gladys?

Customers 100

Customers Company Customer Service 100

Who's Your Gladys?

OCTOBER 26, 2015

I saw a television commercial last week that shares an excellent example of exceptional, customized customer service. The spot promoted SafeLite Auto Glass, a company that repairs car windows, including front and back windshields. The post SafeLite Gets It Right with Customized Customer Service appeared first on Who's Your Gladys?

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Customer Service Customers Examples Company 100

Who's Your Gladys?

SEPTEMBER 22, 2015

Can you make yourself appear calm and composed, when you’re not? When you’re nervous, do your hands get sweaty or clammy? Does that muscle in your cheek twitch when you’re feeling defensive? When you try to conceal distress, your body has a way of expressing. The post Customer Service Composure Tips: 5 Ways to Stay Calm Under Pressure appeared first on Who's Your Gladys?

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Tips Customer Service Customers Customer Focused 100

Who's Your Gladys?

SEPTEMBER 11, 2015

My sixteen year old son drives a unique little car, his first, and he’s become a brand fanatic in the year he’s been driving. He even went to an event where 1,400 other “Mini-acs” tried to break a world record driving across the Mackinaw Bridge. The post When Customer Service Gets Lost in Translation appeared first on Who's Your Gladys?

Customer Service 100

Customer Service Customers Brands Customer Service Training 100

Who's Your Gladys?

SEPTEMBER 5, 2015

It’s the national Labor Day holiday 3-day weekend in the United States, with many working people taking Monday off. Statistics say that 10% of customer service folks will be working, so to them, we say “THANK YOU” for keeping the wheels of retail moving. Happy Labor. The post Honoring Labor on Labor Day appeared first on Who's Your Gladys?

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Retail Customer Service Customers 100

Who's Your Gladys?

AUGUST 18, 2015

In my line of work, I have a lot of morning breakfast meetings. This week, I tried someplace new. Our waitress hit just the right chord with us. She was really funny, without being corny. She was attentive without being intrusive. The post As a Business Owner, You May Unwittingly Ruin Great Customer Service appeared first on Who's Your Gladys?

Customer Service 100

Customer Service Meeting Customers Customer Service Training 100

Who's Your Gladys?

AUGUST 12, 2015

While entrepreneurs and small businesses are constantly challenged with selection and pricing against larger operations, customer service is one place where they can differentiate themselves from their competitors. Using customer service as a marketing advantage is a smart strategy for small business. The post Don’t Let Your Customers Get Bitten: Customer Service and the Small Business appeared first on Who's Your Gladys?

Customer Service 100

Customer Service Customers Strategy Marketing 100

Who's Your Gladys?

AUGUST 4, 2015

It isn’t always easy to keep customers happy. Your ability to handle challenging conversations can make the difference between forming a stronger customer relationship and sending them to your competition. These six communication skills can help you create connection when conversations get heated. The post Handling Challenging Conversations with a Customer Service Focus appeared first on Who's Your Gladys?

Customer Service 100

Customer Service Customer relationships Communication Connections 100

Who's Your Gladys?

JULY 22, 2015

if your staff doesn't know when to break a rule or deviate from a standard process, you could be losing your most profitable customers to a savvy rule-breaking competitor. The post Knowing When to Break the Rules is Critical in Customer Service appeared first on Who's Your Gladys?

Customer Service 100

Customer Service Customers 100