Tag: customer service

August 1, 2023

Customer Service Starts with a Clear Vision

One of the keys to a successful organization is the ability to define and communicate a clear vision for the company’s direction. This is especially true in any business. Employees must understand the company’s direction to keep customers loyal and attract talent. Employees want to work for companies they feel comfortable with. Change can make us all uncomfortable, but employees and customers will stay if […]

June 13, 2017

Do your Customers Kick the Tires?

If you are a flat glass company, you can bet they do. Auto glass has become an 800 number and mobile installs. No need to go in the front door. But, oh, does flat glass have its tire-kickers. You know the folks that ask a ton of questions, some by phone, some by email and the majority in person. Does this matter to you? It […]

February 9, 2016

When Was The Last Time You Used “Great Customer Service” and “Cell Phone Company” In The Same Sentence?

I never had, until last Sunday, when the battery on my phone wouldn’t take a charge. The phone was 16 months old, and that is about when batteries go. I stopped in at the local store, where I had purchased the phone, and asked about a replacement battery. Read on, my friends, to understand the miracle that took place. My cell carrier is Verizon, and […]

January 12, 2016

Let’s Talk More About Customer Service

A quick step back… on December 14, I wrote a blog about customer service relating to my laptop, where the servicing company really screwed up. They lost my computer for ten days, were constantly lying to me, and then they finally shipped it to me. When I went to use it, I found out it was someone else’s computer, and waited another 12 days for […]

December 14, 2015

What Do the Numbers 7, 17, and Many Thousands Mean for Your Customer Service?

This is not a magician’s trick, just simple math. A while back I read a study from a large university (honest thought–I can’t remember the name of the school) talking about customer service. If you do a great job for a customer, on average, they will tell seven others about your great glass company. On the other hand, if you do a lousy job, on […]