THE DREADED PHONE TREESo there was a time when most businesses were staffed to handle inbound phone traffic with a friendly live greeting. Of course, as technology advanced and businesses…
Failure is simply the opportunity to begin again, this time more intelligently. Stop running from the fear of failure. Embrace the bumps in the road.
We know that communication is the key to delivering great customer service and to driving loyalty. So that begs the question, why are we still forcing people to use “two struggling channels” (phone and email) to communicate?
Handling a customer beef is never an easy task. The fact is, regardless of how well a company is run, there will always be customers with complaints, many of which…
My daughter recently convinced my wife and me to read a book by Marie Kondo, a Japanese organizing consultant, who supposedly has been transforming closets, if not lives, with her…
It is that season when we typically do a lot of reflecting. In the business world, we should do this purposefully at the end of each year. Like most entrepreneurs,…
Great customer service translates into higher customer responsiveness for your business. These days, the right technology is crucial when it comes to customer responsiveness. The use of technology can either make or break your dealership. Effective technology makes all the difference when communicating with your customers.
Without pain, there is no problem software needs to solve. Identifying the pain that businesses and consumers experience is sometimes fairly easy, but truly understanding the source of the pain is where great solutions are born. That requires a deep understanding of processes and the people you are building the software for.
Countless times, the person working the telephone in the front of the office has been faced with the same dilemma. He or she is helping the customer standing in front of them and the phone is ringing off the hook. Is there a clear solution to this problem?
We live in an age where instant gratification is king. For many, myself included, when we want something, we want it right away. Growing up, my dad liked to give me the friendly reminder from time that, “Patience is a virtue.” While I respect his words of wisdom, I also believe there is a time and place for patience. When it comes to customers, your business is going to get the best results by tending their needs quickly.
