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SERVE Like Robin

Samantha was talking to her neighbor who was moving out of town and asked him what he’ll miss most when he moves. He answered, “I know it sounds funny, but one of the things I’m going to really miss is my mail lady. She’s just awesome!” Since this wasn’t anything like the answer she was […]

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Disruptive Customer Service

How the next level of customer service can elevate your business and increase sales My assistant recently told my wife that she was considering buying a coin-counting machine. My wife asked her if she had thought of taking her coins to a local bank to use their free coin counter. My assistant replied that she […]

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Marva-lous Customer Service picture

But Seriously Folks… Creating Marva-lous Customer Service

Maybe it’s time to re-think your goal of customer satisfaction. My family and I spent the entire day in the car driving through a torrential downpour to get to an important event three states away. Both of our kids were cranky and miserable which meant my wife and I were cranky and miserable. We all […]

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But Seriously Folks… Customer Service that Tries Harder

I found the exact computer I wanted online, but I needed to know one thing before I hit the “purchase” button: Did the company also sell the extended-life battery for this model? If they did, then they automatically had an instant, add-on sale. I called the company and told the person answering the phone that […]

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But Seriously Folks… Customer Service You Can’t Print

I needed a new printer a few months ago so I headed to my office supply store. I don’t want to publicly bash any company so let’s just say the name of the store was Stooples Office Supply. Moments after I walked in the front door, a well-meaning Stooples sales associate greeted me and began […]

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But Seriously Folks… A Tale of Two Customer Service Reps

It was the best of customer service. It was the worst of customer service. For legal purposes, I’m not going to mention the name of the mega airline to which I am referring in this article, but will disguise their name so you don’t know who I’m talking about. So, a couple of months ago, […]

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But Seriously Folks… Customer Service You Can Take to the Bank

On an episode of Undercover Boss, Joe DePinto, the CEO of 7-Eleven, went undercover at a 7-Eleven Store in Shirley, NY, to find out why they sell more cups of coffee than any other franchise. Shortly after arriving at work at 5:30 a.m., Joe discovered the secret of their success: an energetic, outgoing 7-Eleven employee […]

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But Seriously Folks… Are You Trying to Go Out of Business? (Part 2)

Most postal carriers I know are hard-working folks with great attitudes. That said, it seems to me that the Post Office management and bureaucracy are cut from a completely different cloth. A while back the Post Offices found themselves flat broke and were looking for ways to become profitable again. So the brilliant solution they […]

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