Category: Customer Experience

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In Your Customer’s Shoes
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In Your Customer’s Shoes

Every business deals with customer complaints. Many complaints stem from people who just are discontent with life in general and decide to view your corporation as their target. The question is, how many of their frustrations can be prevented? Take the time understand what your customer goes through on a daily basis. Each day, someone...

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Lessons from a Lunch Lady

One lady changed my dining experience forever by going far above and beyond anything in her job description. For two years now, I have swiped my card as I’ve entered one of the many dining halls on the campus of Elon University. During the lunch hour rush, the cashier will hardly offer up so much...

Complaints are Great
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Complaints are Great

A client recently called me extremely frustrated with the service she was receiving from one of my team members. I was devastated. Making my clients happy is the reason I get up and start working in the mornings and excellent customer service is the reason my organization runs. Though complaints can be a damper, they are...

Lessons from a Fast Food Cashier
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Lessons from a Fast Food Cashier

When you go to a fast food joint, a relatively local one at that, you expect to yell your order at that square metal box only to hear an annoyed, garbled sound utter something back before you pull up to the next window. You could be the sweetest person or world’s biggest jerk and you...

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24-Hour Rule

Over the past few weeks I have sent a number of important emails to several different people regarding completely different topics.  Out of all the different emails I sent, two people responded.  At first I thought my emails were not going through, but they were.  Now, since I sent out those emails I have made...

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Dealing with the Disorganized Client

Have you ever had a communication nightmare with a client? Maybe you send a relatively unimportant email and they respond within seconds. Just a few days later you send a crucial, time sensitive email with an urgent subject line and you don’t receive a response for days. Later it comes back to bite you when...