January 2007
Bend the rules and win
Recognition doesn't need to be formal or financial. Sometimes a softer touch will make a stronger impact.
Literally 'Burying the Hatchet' | Business Management | Sappiens.com
To overcome old wounds you may need to work on a symbolic level.
Get out of the ivory tower | Sales Management | Sappiens.com
Popeye's Chicken & Biscuits is a popular chain of more than 1,300 restaurants in 20 countries. They promote understanding between the people in head office and those in the restaurants with a range of vigorous and innovative programs.
Make it Person-to-Person | Marketing | Sappiens.com
Automation is essential for expanding and accelerating service in many industries. But when individual care or attention is required, customers need contact with real people. When human energy flows and connects, good things (can) get done.
Laundry unlimited bounces back | Marketing | Sappiens.com
We use a convenient laundry service that picks up our dry-cleaning and delivers.
Complaints + Compliments = Good communication | Business Management | Sappiens.com
Some companies track a monthly "complaints and compliments ratio" for each branch, store, department, country or station. This approach has a fundamental flaw. Here's why:
The Truth About Really Great Customer Service | Business Management | Sappiens.com
This article reveals the number one secret of extraordinary customer service.
20 Words to Build a Better Future | Sales Management | Sappiens.com
If you want to increase sales, enhance customer service or consistently improve performance, ask your customers this question (20 words):
In Your Best Interest | Sales Management | Sappiens.com
A diversified medical group suffered from a common procedure that frustrated patients, doctors and laboratory technicians every day. First, doctors sent their patients to the laboratory for tests. After the tests, patients asked the laboratory technicians
The Amazing Harvey Mackay | Business Management | Sappiens.com
Harvey's original mission statement for the Mackay Envelope Corporation was: "To be in business forever". His passion for preparation is one way Harvey works to achieve this goal.
100% is Not Enough. You Need 120% | Business Management | Sappiens.com
If you work hard and smart you may finally reach the top - #1! And then what? If you want to stay there, you've got to work even harder, and smarter! Give it your all. Give it your best. Give it 120%.
'Pain-in-the-Neck' Customers
Some customers complain and complain and complain. They never stop complaining. No matter what you do, they still complain. If you work too hard to keep these 'pain-in-the-neck' customers happy, they can run you right out of business.
December 2006
Get Yourself Spring-Loaded
An e-mail arrived with a fragmentary phrase that absolutely caught my attention. The writer referred to many upset customers being "spring-loaded in the pissed-off position".
Are You a Real Professional?
The customer was just leaving the service counter and said to the young man who had helped her, "You are a real professional. Thank you". The young man blushed. To be called "a real professional" is a very powerful compliment. It's not easy to achieve.
November 2006
In the Spirit of Service
The "Spirit of Service" Award is given to uniquely deserving teams and individuals who go way beyond the call of duty to serve, aid or comfort the heart of another human being. One worthy winner is an unnamed night nurse in the maternity ward of a nearby
Create Your Own 'Godiva Moment' | Marketing | Sappiens.com
One of the nice things about flying First or Business Class is the little 'extras' in the passenger experience: wider seats, soft slippers, interesting magazines, comfortable headphones, etc. On a recent flight, a member of the cabin crew appeared after d
Turtles Deliver the Internal Mail
The Corporate Events Manager at a leading high tech firm requested one of my demonstration videos.
Find & Do Your Own Thing | Innovation Management | Sappiens.com
In quality manufacturing, speed requires standardization. No wonder Six Sigma, Zero Defects and ISO Certification receive so much time and attention. But in quality service, doing something unusual or eccentric can create a powerful impact. In service, it
You're as Good as Your Weakest Link
When a customer assesses your business, you are only as good as your weakest link.
October 2006
In challenging times, service matters most | Business Management | Sappiens.com
As the wind of economic cycles blows hard, some businesses try to contain costs by cutting corners on customer service. This is exactly the wrong thing to do, because service matters now more than ever. Here's why:
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