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good customer service

by Lori Saitz on June 7, 2010

Reaping the Rewards of Consistency In Business

by Lori Saitz on June 7, 2010

Does your business have a revolving door? Image: Kelly Midori, Creative Commons What would happen if you were a customer at a store that changed its store hours all the time? One Tuesday, when you show up at 2 pm, it’s open; the next Tuesday, it’s closed until 3:30. And the following week, it’s open [...]

by Lori Saitz on March 5, 2010

The Power of Following Up With Customers

by Lori Saitz on March 5, 2010

As a successful business person, you probably have an effective system for staying in touch with your prospects throughout the sales process. But do you have an equally effective system for staying in touch with those same people once they’ve become clients? Or after their project has been completed? If not, you could be missing [...]

by Lori Saitz on December 8, 2009

3 Ways Business Can Cultivate Great Customer Service

by Lori Saitz on December 8, 2009

How long can someone with great customer service instincts work for a company that doesn’t value customer service? I started thinking about this question the other day after an experience with Comcast involving the exchange of our old, regular cable box for an upgraded one with DVR, as part of the new contract negotiated by [...]

by Lori Saitz on September 16, 2009

When Customer Service Really Begins: A Story on Trust and Hidden Fees

by Lori Saitz on September 16, 2009

The email, the intro, and some annoyance The person on the other end of the phone introduced himself and asked if I recalled seeing emails from his company, as they’d sent me a few over the past couple of months. I said I’d seen some from companies with similar offerings, but I wasn’t sure if [...]

by Lori Saitz on July 30, 2009

‘She Hung Up On Me’: Success and Failure in Owning Customer Service

by Lori Saitz on July 30, 2009

I do believe that everything happens for a reason. But yesterday I struggled with that universal truth. A day earlier, I’d shipped an important package via overnight express. I was hoping to make a good impression on someone I’d like to do business with. We’d met Tuesday night at an event in Miami and I [...]