Partners in Excellence

MARCH 20, 2012

Granted, we aren’t a huge customer, we’ve bought dozens of computers over the years, but not hundreds or thousands. I called the customer service department anxious to see if there was a way to accelerate the shipment. Losing business that you had previously won is tragic. The first is one of our company’s banks.

Retention 93

Retention Customer Banking Commission 93

Smooth Sale

SEPTEMBER 12, 2023

Upon receiving a call, the person on the other end ranted and trashed my seeming tactics. Ten minutes later, the person previously ranting called to apologize, but still needing to ‘win’ the argument, stated that no one in our immediate group would agree with what I wrote and may further increase tension among us.

Negotiation 110

Negotiation Insurance Insurance Hiring 110

Partners in Excellence

MARCH 23, 2012

A couple of days ago, I ranted, in part, about my experience with my past computer supplier. I’ve spent hours on the phone with customer service representatives. Each time, I have to go through the same story, give them the same customer numbers, email addresses, problem ID’s.

Customer Service 89

Customer Service Retention Customer Follow-up 89

Partners in Excellence

JANUARY 5, 2015

As much as we try to develop, implement, and execute outstanding customer experiences, sometimes things fall apart and we have a complete disaster. How we respond to these customer service and experience disasters is critical. So we experienced a massive customer service failure. Everything goes wrong! We all fail.

Customer 48

Customer Customer Service Guarantee Retention 48

No More Cold Calling

JUNE 30, 2021

I am grateful for so much—my family, colleagues, friends, clients, and you—who continue to read my blogs and rants. Plus, what you might have missed from No More Cold Calling. I learned a lot more about gratitude after recently celebrating the 25th anniversary of No More Cold Calling. And I’m fortunate to have many great friends.

Referrals 257

Referrals Sales Qualified Lead Lead Gen Ideal Customer Profile 257

Partners in Excellence

MARCH 7, 2013

Every organization has (or should have) a process for “managing” customer problems. We all believe, that when a customer has a problem we have to resolve it, so we put in place resources, policies, procedures for managing the customer that has problems. ” stamped on our foreheads.

Microsoft 84

Microsoft Customer Licensing Call-back 84