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Atricle Dump - Top Customer Service Speaker Says: You Revoke Customer Entitlements at Your Peril
Before most people go in for a job interview, they will read over some sample interview questions to be prepared for what is expected of them. Some colleges and private schools require an interview in order for you to get accepted. If you've never done an interview before, you will want to know what questions may come your way and how you should answer them to leave a good impression
My next thought was to take this as a personal slight.
Somehow, I didn’t rate, anymore. I went from a VIP to a VUP; a Very Unimportant Person, someone who could be dismissed without notice or even a word of explanation or apology.
And of course, my thi
When a manufacturer does that occasional bit of bottom-line soul searching, the most fundamental determination to consider is which parts, products, customers, projects, and/or jobs are profitable. To this end, Activity-Based Costing (ABC) is used to identify, assign costs to, and report on manufacturing operations. To a large degree, ABC is a more accurate cost management s
Typically, this happens around the 4th of July, so the theme is patriotic, and you can bring a picnic, refreshments, and sit at a nicely trimmed table in comfort.
When you arrive in the parking lot, you see about a dozen cars displayed tastefully.
Typically, there will be a Rolls-Royce, a Jaguar, an Audi, and a Mercedes, representing just some of the nameplates this dealership offers.
Over the course of nine years I’ve leased two cars from them, and I’ve had another three serviced at their garages. So, all of this business earned me “VIP” status.
But the last few years, mysteriously, I’ve been left off the concert list.
Last summer, I was forced to phone, at the last minute, to find out where my invitation was, and this year, busy with other things, the event slipped my mind until, by sheer coincidence, I just happened to be relaxing at the annual venue when a security guy informed me that the dealership’s concert was scheduled to begin, imminently.
I was asked to leave.
Imagine how surprised I was to walk toward the parking lot and to spot the typical array of shiny cars on display.
Seeing the concertgoers arrive, some of whom were festively dressed, anticipating a nice evening under the stars, I was starkly aware of the fact that I had been left off the list, again, for whatever reason.
I didn’t know exactly how to feel about it.
Of course, being in customer service training, and being an internationally known sales speaker, my first thought was, “Gosh they’re stupid!”
If a customer is used to receiving a perk, year after year, attending a nice event, it becomes part of his routine, and like a family outing, it’s something he counts on. If it doesn’t happen, there’s a little hole in his soul where that lovely ritual used to be.
My next thought was to take this as a personal slight.
Somehow, I didn’t rate, anymore. I went from a VIP to a VUP; a Very Unimportant Person, someone who could be dismissed without notice or even a word of explanation or apology.
And of course, my thi
Many more people are leaving the regular nine-to-five job experience to start their own businesses. Some do it in order to pursue a life long dream, others to utilise a gift or talent, in order to earn some extra income.You do not even have to quit your job to go into business. You can be a business by your self (become a consultant) in an area of your expertise and increase y
Over the course of nine years I’ve leased two cars from them, and I’ve had another three serviced at their garages. So, all of this business earned me “VIP” status.
But the last few years, mysteriously, I’ve been left off the concert list.
Last summer, I was forced to phone, at the last minute, to find out where my invitation was, and this year, busy with other things, the event slipped my mind until, by sheer coincidence, I just happened to be relaxing at the annual venue when a security guy informed me that the dealership’s concert was scheduled to begin, imminently.
I was asked to leave.
Imagine how surprised I was to walk toward the parking lot and to spot the typical array of shiny cars on display.
Seeing the concertgoers arrive, some of whom were festively dressed, anticipating a nice evening under the stars, I was starkly aware of the fact that I had been left off the list, again, for whatever reason.
I didn’t know exactly how to feel about it.
Of course, being in customer service training, and being an internationally known sales speaker, my first thought was, “Gosh they’re stupid!”
If a customer is used to receiving a perk, year after year, attending a nice event, it becomes part of his routine, and like a family outing, it’s something he counts on. If it doesn’t happen, there’s a little hole in his soul where that lovely ritual used to be.
My next thought was to take this as a personal slight.
Somehow, I didn’t rate, anymore. I went from a VIP to a VUP; a Very Unimportant Person, someone who could be dismissed without notice or even a word of explanation or apology.
And of course, my thi
Let's face it - most brochures go straight into the bin. But if you know the big mistake to avoid, as well as the secret to make people keep your brochure - and read it, over and over again - you're laughing.The big mistake I'm talking about is that brochures too often focus on the company itself. They describe, in great detail, the company's commitment to excellence, how pro-
I was asked to leave.
Imagine how surprised I was to walk toward the parking lot and to spot the typical array of shiny cars on display.
Seeing the concertgoers arrive, some of whom were festively dressed, anticipating a nice evening under the stars, I was starkly aware of the fact that I had been left off the list, again, for whatever reason.
I didn’t know exactly how to feel about it.
Of course, being in customer service training, and being an internationally known sales speaker, my first thought was, “Gosh they’re stupid!”
If a customer is used to receiving a perk, year after year, attending a nice event, it becomes part of his routine, and like a family outing, it’s something he counts on. If it doesn’t happen, there’s a little hole in his soul where that lovely ritual used to be.
My next thought was to take this as a personal slight.
Somehow, I didn’t rate, anymore. I went from a VIP to a VUP; a Very Unimportant Person, someone who could be dismissed without notice or even a word of explanation or apology.
And of course, my thi
On a recent family visit to the English Lake District my consulting instincts were aroused. Perhaps you never lose it and look for things like the missing link.For many years to break regular journeys to Scotland we stayed at a superb hotel. The hotel on the side of lake Ullswater offers country house accommodation, a lovely view, walks alongside the lake and superb cuisine.pating a nice evening under the stars, I was starkly aware of the fact that I had been left off the list, again, for whatever reason.
I didn’t know exactly how to feel about it.
Of course, being in customer service training, and being an internationally known sales speaker, my first thought was, “Gosh they’re stupid!”
If a customer is used to receiving a perk, year after year, attending a nice event, it becomes part of his routine, and like a family outing, it’s something he counts on. If it doesn’t happen, there’s a little hole in his soul where that lovely ritual used to be.
My next thought was to take this as a personal slight.
Somehow, I didn’t rate, anymore. I went from a VIP to a VUP; a Very Unimportant Person, someone who could be dismissed without notice or even a word of explanation or apology.
And of course, my thi
Followings are 5 common mistakes you’ll see in a below-average resume, or… a rather poorly constructed resume.1. Over elaborate.A typical resume ranges between 2-4 pages; it could be more if you’re already in a senior position. Make sure your resume is compact and concise, with all key information to be conveyed to the reader is there. Never elaborate too much on your j
My next thought was to take this as a personal slight.
Somehow, I didn’t rate, anymore. I went from a VIP to a VUP; a Very Unimportant Person, someone who could be dismissed without notice or even a word of explanation or apology.
And of course, my third thought calculated how much money their foolishness was going to cost them, as I resolved to take my business elsewhere.
In terms of gross profit, I would peg it at $50,000, and perhaps it's a lot more.
My hunch is I’m not the only one who didn’t make the cut, who was more than a little peeved. Were there 50 or 100 others like me?
You can estimate the potential dollar losses for yourself.
Compounding the mystery is the fact that there is ample space at this venue for more tables, and there is nothing to preclude the dealership from adding them, or even several rows of folding chairs.
So this seems to be oddly irrational behavior, until you remind yourself that after all, this is a car dealership to the bone, and though I try to eschew stereotypes, beneath its carefully orchestrated aura of civility is an uncouth reality that the nicest evening of music can’t dispel.
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