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Darryl Rosen's Articles in Customer Service

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Apple Hits Grand Slam! Those who know me know that I like my cell phones! It should not come as a shock to learn that I finally broke down and purchased the iphone. I resisted as long as I could (and longer than my family imagined), but in the end, the curiosity got the best of me. I have to say, it was a revealing experience. Many news reports detailed long lines and activation hassles; I experienced no such trouble. Helpful Signs and Happy Customers Positive, helpful signs welcome customers and lead them to buy. It's the little things that count and add up to success that make customers happy and keep them coming back. That first customer touch point, your signs, is vitally important. The Price Wasn't Right! Excellent customer service and respect for the customer are the same thing. To deliver excellent customer service, we must respect that our customers have choices and do everything humanly possible to keep them as customers. The Importance of a Customer-Focused Vision It takes commitment and an obsession about customers to win business. Over the years, my experiences have taught me that it is simple to create a customer-focused culture, but it certainly isn't easy. If a company gets it right, however, the customers and profits will be easy to attract and keep. Little and Big Commitments People who do not keep little commitments don't keep big ones either. Winning, profitable companies constantly inspire customer confidence by their actions, and always conduct business in a trustworthy manner. They keep their word. Commitments that are kept create repeat customers, and repeat customers create profit. The Power of Delighting a Customer A thoughtful gesture can delight a customer and result in enormous good will toward your product or service. I witnessed something spectacular that improved my philosophy about caring about customers. With one simple act, a colleague of mine created buzz that money could not buy!