5 Lessons On Customer Service

The other day we took our car to the dealership to be serviced. That alone should make you cringe right?From the moment we got there we were greeted by a nice young man who couldn’t be more helpful.When we told him the issues with the car he wrote them all down so they could be addressed.  He then apologized for the fact that we’d have to wait X amount of time....more

When Sandy Hits, Buick Kicks

If you think about it, there is not much to get excited over a 1985 Buick that is in far from mint condition.  That is unless it is days after Hurricane Sandy slammed your home and your life, destroying your car, and creating a gas shortage in its wake.  The 1985 Buick is the best car in the world because it has a full tank of gas, and you are fortunate your neighbor loaned it to you…....more
@Karen Ballum  I know.. they were really a savior... we were so frustrated and the nail in the ...more

Playing Out Customer Service Woes via Social Media

I'll admit that I thought it.  We were dealing for the ninetieth time with the department store where we purchased our ant-infested dishwasher.  They were refusing to give us a new non-ant-infested dishwasher and said unfortunately they couldn't do anything for us because there were no parts to fix.  It was on the tip of my tongue as the man told us that the warranty didn't cover things such as the dishwasher becoming infested with ants while at the warehouse: I am so going to blog this and name your big store and ask everyone to spread word across social media that your popular department store sells nasty dishwashers. Ooooh, I so wanted the Internet to rise up against them. ...more
I love this post, Melissa. I think we need to use SM to make complaints carefully. I do think ...more

How to Handle Customer Complaints on Social Media

Knowing how to handle customer service through social media is an important part of your marketing efforts.  We’re going to talk specifically about Facebook in this post but the principles we discuss apply to all of your platforms....more

Why Customer Service and Social Media Go Hand-in-Hand

As small business owners we pride ourselves on offering unique products and services....more

How May I Help You?

If you provide service as part of your value, the first opportunity you have to learn about your customer’s needs is to ask one very simple question, “How May I Help You?”.  These five words will enable you to define the pain and opportunity. Carefully listening to the response opens the door for how you can provide the greatest value, how you might actually help!...more

Online Customer Service Matters

Are you acting as your own worst enemy and chasing away customers without even realizing it? Arecent studyfound that of those surveyed, 82% had stopped doing business with a company because of poor customer experience. Maybe you had no idea that your stagnant Facebook page sitting there collecting dust could be upsetting your fans! ...more

The Little Things DO Matter – What REALLY Sets You Apart

This week I experienced a personal heartbreak.  It was during that time that I was once again reminded what truly sets someone (and their business) apart.  It has nothing to do with flashy stuff, extra letters after your name, or a snappy elevator pitch.  It is all about having heart, caring about the little things, and showing up to serve as a real, authentic, and caring human being. ...more
I'm so sorry to hear about your kitty. I've been there a few times myself and it is ...more

Customer Service? What's that?!?!?!

I opened my utility bill from the City of Naperville (which covers water, electric and sewer) and my eyes bulged out of my head.  My bill (beautifully presented in a spanking new format - including a how-to-read-this-new-bill insert) was higher than I had ever seen in the almost 9 years I had lived in this house!  Surely something had to be completely haywire!  I knew that Naperville was in the process of installing SmartGrid technology on every one's homes, but the box outside my kitchen window looked the same as it always had....more

The Pig and the Chicken