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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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Meanderathal

But Seriously Folks… Your Customer Service Should Step Up!

It is incumbent upon me to report an alarming, and I believe dangerous, trend growing in our society today. I am convinced that sauntering is once again on the rise. Historical note: As you’ll no doubt remember, sauntering enjoyed its heyday back in the mid-1920s, when gambling, moonshine, and gangstering were all in vogue. Coincidence? […]

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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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But Seriously Folks… Can Your Character Identity Be Stolen?

I was sitting in a hotel room a couple of months ago when I received the following instant message from a lady I didn’t know: “Mr. Marshall, I believe you have been hacked. Some creep has been messaging me on Facebook, wanting money. I did an image search and found you, and you don’t seem […]

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Some Kidding Aside – Customer Service Smart TALK

When I walked into the electronics store the other day, I noticed that the customer service rep was talking to someone on her cell phone. I waved hello to her but she turned away from me and continued talking on the phone. I didn’t saying anything to her, thinking that I’d just let her finish […]

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Some Kidding Aside – Customer Service for Breakfast

For  just  a  moment,  forget  about  productivity.  Forget  about  making  your  company  more  money.  Forget  getting  a  better  performance  review. To  me,  good  customer  service  isn’t  really  about  any  of  those  things.  To  me,  providing  good  customer  service  is  about  the  person  that  I  want  to  be. Think  about  the  last  time  you  were  provided […]

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customer service driven

Some Kidding Aside – Are You Customer Service Driven?

Are you customer service driven? I rent cars a lot. I rent them when I’m traveling across the country, but I also rent them when I’m doing events that are 3 or 4 hours away, so that I avoid putting extra miles on my own car. Consequently, I’ve come to know all of my local […]

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Some Kidding Aside – Weed Your Business Garden

They say that nature abhors a vacuum, but the truth is it hates all appliances. If you don’t believe me, leave a toaster in your yard for a couple of years and see what happens. Nature will not be kind to it. I live in the South, so seeing yard appliances isn’t that uncommon. There […]

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