Sponsored by Salesforce: The relationship between a business and its customers is one of the most important in determining whether a company will succeed or fail. If a company is unable to treat its customers well, those people are unlikely to be loyal customers for life. However, companies that are able to create and maintain relationships with consumers may be the ones … [Read more...]
A Dog’s Advice: Listening Matters
When Beretta, my Great Dane therapy dog, and I visit a hospital on one of our weekly visits, he knows the routine. He walks into the nurse’s station and meets the recreational therapist who works with us. She accompanies us on our rounds. By now, Beretta knows what to expect. He visits patients in about twenty rooms. The hallways are always bustling with activity, but the … [Read more...]
Why is it so darn easy to say NO?
Oftentimes, there is more risk in customer service when the answer to our concerns is “yes.” Can you help me? Will you make an exception and do this for me just this once? Could you look into this issue I’m having? Being helpful comes with a price, and the price is more work. But what if the tables were turned and the risk was actually in saying “no.” How much better would … [Read more...]