Customer service that delights. That’s always the goal, right? It’s easy for business owners to get bogged down with all the options for creating the best possible customer experience. From paying consultants to software to chat tools and on and on…there are a number of solutions right at your fingertips. The thing is that all…
All small business owners have their bugaboos. Some may be terrible at following a budget or tracking finances. Another may avoid marketing like the plague, while others may have a tough time managing a difficult customer. Do complaining customers freak you out? Does it drive you crazy when your customers are overly agreeable? Or if…
Entrepreneurs are a hard-working and brave lot. Think about it: they have the cojones to start businesses in the face of turbulent economic conditions, are constantly brainstorming to solve problems in new ways, and withstand tons of adversity. Yet, they still come out on the other end as thriving survivors. Their power resides in their…
Have you ever been proud to tell someone about how little you sleep? Did you brag about how much you accomplished or how much money you made because you only sleep three hours a night? Your arrogance could be costing you. Jason Fried, co-founder of the task management tool Basecamp is fed up listening to…
To say real estate investors are busy is a gross understatement. Agents are constantly rushing to appointments with partners or to show one of their available properties or putting out any number of property management fires; it is not a career choice for the timid. The very nature of the job has the investor on…
Call center agents have one of the most stressful jobs on the planet. Sure, they aren’t the President of the United States or a general in the army, yet handling customer issues can really take its toll on a person physically and psychologically. Why is the job so stressful? If you boil it down to…
I vahnt to suck your blood! Or at least get you to pay for a large-sized order of fries for 50 cents more. The tempting beast that is upselling – a sales technique used to lure customers into purchasing a more expensive item or an upgrade – has been around for eons. In fact, there…
I am an avid watcher of Real Housewives of New York. My favorite person of the show: The Countess LuAnn de Lesseps. She’s snooty, always dressed impeccably and has the most enviable collection of giant statement necklaces ever. She’s also an authority on etiquette; de Lesseps even has a song about etiquette that is awash…
It should be a rite of passage that everyone work one retail position in their lifetime. Retail positions get you out on the floor, mingling with the customers, and truly learning what customer service is all about. It’s in-your-face customer service. It’s where you can get a grasp on different personalities and how people should…
It can be a jarring experience. You go about your day and usually only speak with kind folks who are patient and have an easy time explaining their issues. They leave, pleased with your service. And then it happens: Your business has made someone mad. No matter what you do, you can’t seem to diffuse…