Remember back in the day when the worst thing that could happen to a business owner was that the customer would leave without comment and then tell a few of her friends about the bad experience? Back in 1998, when Chief Executive Salesman Jeffrey Gitomer published his book, “Customer Satisfaction is Worthless, Customer Loyalty is [...]
Lori Saitz
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 [...]
What’s the most professional way to answer the phone at your place of business? Do you have a standard that you’ve implemented for yourself and the people who work with you? Many successful entrepreneurs have created systems for running every aspect of their business, but handling phone calls seems frequently overlooked. And yet the phone [...]
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 [...]
Guest contributor Lori Saitz is founder of Zen Rabbit Baking Company. She helps people show appreciation for and give recognition to others. The main (delicious!) tool her team uses to help accomplish this important feat is through The Gratitude Cookie(tm). A thin, crunchy cross between a butter and a sugar cookie, The Gratitude Cookie is [...]
Anticipating that ‘last minute’ from customers Even though smart business people express client or employee appreciation throughout the year, December remains, by far, the top month for sending gifts. Many of the larger companies make their decisions and place holiday orders in early September. The majority however seem to prefer waiting until the last minute. [...]
Guest contributor Lori Saitz is founder of Zen Rabbit Baking Company. She helps people show appreciation for and give recognition to others. The main (delicious!) tool her team uses to help accomplish this important feat is through The Gratitude Cookie(tm). A thin, crunchy cross between a butter and a sugar cookie, The Gratitude Cookie is [...]
