Impeccable Engagement

Impeccable Customer Service Tip #85

Today, client engagement is often supplemented by — and requires at least some level of — computer savvy (i.e., social media basics, CRM, smartphone calendars (or at a minimum, copy & paste)).

Dare I say…

Declaring that you’re “technologically challenged” is no longer as cute and acceptable as it once was. I recommend learning the basics, or perhaps you could consider assigning it to someone on your team.

.

Your thoughts? (Look for “Leave a Reply” below, or click here)

© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.

Filed Under: Impeccable Customer Service Tip of the Day
June 27, 2012 by 4 Comments

Do your clients feel connected to you?

Impeccable Client Engagement
Staying Connected and Engaged

massageMy wife, Maggie, and I enjoy the occasional professional massage. We’ve visited many different service providers over the years – everything from the local Groupon massage referral … to a honeymoon couple’s massage on the beaches of Roatan Island – and we’ve observed that not all practitioners are created (trained) equally.

One specific thing we’ve noticed is that while some massage therapists do a wonderful job of staying connected to you during your massage, others may leave you feeling a little disconnected. I’ll explain…

I’ve recently learned that the professionals are taught to practice something really special and quite effective. They’re trained to keep at least one hand on you at all times, no matter what. This would explain why many of them keep a holster of massage oil on their hip, instead of a side table or storage cart, which could end up out of reach. Think about it. Here you are, face down, eyes closed, treating yourself to a luxury – all while putting your trust “in the hands” of a professional.

This “one-hand-at-all-times” best practice is what maintains that trust; it keeps you feeling connected and engaged – both physically and emotionally.

Your clients should be receiving the same treatment. Of course, you don’t necessarily have to make a physical connection but some form of ongoing engagement is important. More than keeping your name and face in front of your clients and prospects, this is about engineering ongoing experiences that exceed expectations. And there are bonus points for creativity …

One Valentine’s Day, I opened my mailbox to find [Read more…]

Filed Under: Business Strategy Tagged With: , , , , , , , , , ,
June 26, 2012 by 9 Comments

Impeccable Hiring

Impeccable Customer Service Tip #84

Impeccable Interviewing Question:

Our goal is that each and every client feels “completely taken care of.” Tell me, what do you think that might look like?

.

Your thoughts? (Look for “Leave a Reply” below, or click here)

© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.

Filed Under: Impeccable Customer Service Tip of the Day
June 26, 2012 by 2 Comments

Hospitality vs. Service

Impeccable Customer Service Tip #83

“Service is the technical delivery of a product. Hospitality is how the delivery of that product makes its recipient feel.” -Danny Meyer, Setting the Table

.

Your thoughts? (Look for “Leave a Reply” below, or click here)

© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.

Filed Under: Impeccable Customer Service Tip of the Day
June 25, 2012 by 2 Comments

Impeccability = Reward

Impeccable Customer Service Tip #82

Impeccable Customer Service = Reward:

“I slept and dreamt that life was joy. I awoke and saw that life was service. I acted and behold, service was joy.” -Rabindranath Tagore

.

Your thoughts? (Look for “Leave a Reply” below, or click here)

© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.

Filed Under: Impeccable Customer Service Tip of the Day
June 22, 2012 by 2 Comments

Impeccable Culture

Impeccable Customer Service Tip #81

Impeccable Customer Service Culture:

Share your “Home Run” client success stories with your team and ask them to share theirs. Do this often.

.

Your thoughts? (Look for “Leave a Reply” below, or click here)

© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.

Filed Under: Impeccable Customer Service Tip of the Day
June 21, 2012 by Leave a Comment

Impeccable Empowerment

Impeccable Customer Service Tip #80

Impeccable Empowerment:

Empower your front-line employees (and maybe even give them a budget) to solve problems and avoid escalation.

.

Your thoughts? (Look for “Leave a Reply” below, or click here)

© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.

Filed Under: Impeccable Customer Service Tip of the Day
June 20, 2012 by 2 Comments

Impeccable Listening

Impeccable Customer Service Tip #79

“Active listening means being fully-engaged with the client and listening for answers within the answers. You can tell when someone is ‘half listening,’ and so can your clients.” -from the book: Upside-Down Selling by Ian Altman

By the way, when you purchase this book, 50% of the proceeds go to NFTE (The Non-Profit Network for Teaching Entrepreneurship).

Filed Under: Business Strategy, Impeccable Customer Service Tip of the Day
June 19, 2012 by 1 Comment

Impeccable First Impressions

Impeccable Customer Service Tip #78

Impeccable First Impressions:

If your company phones and/or headsets are unclear or fuzzy, replace them now.

.

Your thoughts? (Look for “Leave a Reply” below, or click here)

© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.

Filed Under: Impeccable Customer Service Tip of the Day
June 18, 2012 by 2 Comments

Impeccability = Excellence

Impeccable Customer Service Tip #77

“Excellence is the unlimited ability to improve the quality of what you have to offer.” -Rick Pitino

.

Your thoughts? (Look for “Leave a Reply” below, or click here)

© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.

Filed Under: Impeccable Customer Service Tip of the Day
June 15, 2012 by 1 Comment
« Previous Page
Next Page »