tag:blogger.com,1999:blog-369503477924863546.comments2023-05-01T07:59:08.954-04:00The Think ZoneUnknownnoreply@blogger.comBlogger122125tag:blogger.com,1999:blog-369503477924863546.post-71532260920783173862018-05-24T14:49:16.129-04:002018-05-24T14:49:16.129-04:00I would like to say that this blog really convince...I would like to say that this blog really convinced me to do it! Thanks, very good post. <a href="https://shaneperrymarketing.com/" rel="nofollow">Shane Perry Marketing</a><br />Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-26924249087520630742017-10-25T11:48:25.239-04:002017-10-25T11:48:25.239-04:00ThanksThanksAnonymoushttps://www.blogger.com/profile/04258403403329675528noreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-61695466882579850282016-08-02T22:10:18.653-04:002016-08-02T22:10:18.653-04:00Thanks, Tema. Its was a very tricky situation.Thanks, Tema. Its was a very tricky situation.Roy Atkinsonhttps://www.blogger.com/profile/11784456794840578961noreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-15393936560160547052016-08-02T22:08:56.108-04:002016-08-02T22:08:56.108-04:00Nice! The challenge would have been announcing tha...Nice! The challenge would have been announcing that in a way that didn't appear accusatory. Good for you for managing it!Anonymoushttps://www.blogger.com/profile/07140896953569728410noreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-29711746229268675322016-04-13T07:30:08.390-04:002016-04-13T07:30:08.390-04:00Great story!
I realize it's a pretty old post...Great story!<br /><br />I realize it's a pretty old post, but still a goodie.<br /><br />Very good question to ask, but unfortunately many owners only care about the $$$<br /><br />Keep up the good content!<br /><br />Best, JackAnonymousnoreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-5666495376263395152015-12-08T09:59:02.961-05:002015-12-08T09:59:02.961-05:00Thank you for taking the time to read it.Thank you for taking the time to read it.Roy Atkinsonhttps://www.blogger.com/profile/11784456794840578961noreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-80496767028381366502015-12-08T09:49:47.385-05:002015-12-08T09:49:47.385-05:00An interesting tale, goes to show it's very im...An interesting tale, goes to show it's very important to communicate with the consumer! London Accountants Ladyhttp://www.carbonaccountancy.co.uknoreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-37570242305644711892015-03-22T12:57:54.976-04:002015-03-22T12:57:54.976-04:00Listening is my favourite for anything to do with ...Listening is my favourite for anything to do with the customer. I learned, through trial and error, that listening not only instantly builds rapport it also builds a relationship that is long lasting, it also drives you to maintain relations even though the customer has already paid for your offer!Worktops Cohttp://www.worktops.conoreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-25122163730463004292014-09-01T18:00:38.763-04:002014-09-01T18:00:38.763-04:00Ken - Thanks for taking the time to comment. I thi...Ken - Thanks for taking the time to comment. I think entertainment on holidays is fine: backyard horseshoes, the county fair, grilling, and maybe a movie or a baseball game (and yes, those require staff as well). But the profit motive has devalued this and many other holidays. Businesses can't say no to profits, it seems, to say thank you to the people who make those profits possible.Roy Atkinsonhttps://www.blogger.com/profile/11784456794840578961noreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-42476668338857325362014-09-01T16:55:42.264-04:002014-09-01T16:55:42.264-04:00As our culture is more and more enthralled with en...As our culture is more and more enthralled with entertaining ourselves and the pursuit of monetary gains, that we have any connection left to public holidays is amazing and disturbing to me.kengonhttps://www.blogger.com/profile/07353714288145486488noreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-27066050949727094542014-06-17T09:33:44.637-04:002014-06-17T09:33:44.637-04:00I've come across this [sadly] all to often. Re...I've come across this [sadly] all to often. Reminds me of a Dilbert strip:<br /><br />http://www.dilbert.com/strips/comic/2009-02-01/Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-77808784099107987772014-06-16T20:24:27.955-04:002014-06-16T20:24:27.955-04:00Thanks , Larry. It was a fantastic education and i...Thanks , Larry. It was a fantastic education and it had a huge influence me. Roy Atkinsonhttps://www.blogger.com/profile/11784456794840578961noreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-51515792346659876472014-06-16T20:18:13.466-04:002014-06-16T20:18:13.466-04:00Roy
Best post I've read in a while and I cou...Roy <br /><br />Best post I've read in a while and I could not agree more.<br /><br />There are companies like Zappos who live the values you describe in the retail space and some like Gore who live them internally - oh and they happen to pretty darn successful. <br /><br />We (anyone in any organization) only exist to serve those who make our existence possible. Respect, values, and good manners never go out of style. <br /><br />Neither does class or valuing diversity of opinions. Don't let the buggers get you down.<br /><br />Best<br />LarryAnonymoushttps://www.blogger.com/profile/00721096797691604766noreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-1124248924300968962014-06-13T08:05:54.403-04:002014-06-13T08:05:54.403-04:00That's it: Chase the feedback, not the score. ...That's it: Chase the feedback, not the score. Well put.Roy Atkinsonhttps://www.blogger.com/profile/11784456794840578961noreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-37982570019319712542014-05-13T07:59:40.115-04:002014-05-13T07:59:40.115-04:00Yes, rain checks are available. But that puts the ...Yes, rain checks are available. But that puts the onus on me, the customer. I need to wait in line, get the rain check, save it, and remember to bring it back. That's not really where the work belongs. If you offer something, you should have it.Roy Atkinsonhttps://www.blogger.com/profile/11784456794840578961noreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-28101777368074548642014-05-08T04:49:39.072-04:002014-05-08T04:49:39.072-04:00It is frustrating when sale items are unavailable....It is frustrating when sale items are unavailable. When this happens to me, I go to the customer service desk and ask for a rain check. I know this doesn't solve the issue of getting the sale item immediately, however it does give you a guarantee that you will get the item at the sale price when it is restocked. Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-80863713229818616922014-05-02T07:00:57.039-04:002014-05-02T07:00:57.039-04:00I suspect that the score is used in their reward s...I suspect that the score is used in their reward structure. Again not uncommon (although wrong in my view), but a clear attempt to influence the outcome.<br /><br />Chase the feedback, not the score.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-73981060628597843772014-03-08T09:46:53.171-05:002014-03-08T09:46:53.171-05:00Addendum: My friend is (without having read this) ...Addendum: My friend is (without having read this) ready to switch financial institutions, as predicted.Roy Atkinsonhttps://www.blogger.com/profile/11784456794840578961noreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-15916379231584303242014-02-24T18:24:39.631-05:002014-02-24T18:24:39.631-05:00Jeff - I certainly agree about loping hold message...Jeff - I certainly agree about loping hold messages, but even they have degrees of badness. If you're waiting to return something or lodge a complaint about a product, it is more than annoying to hear commercials telling you how great the product is. If you are calling after visiting (and being frustrated by) the company website, hearing how you should visit that website for faster resolution is incredibly grating. And my favorite is being told, again and again, how important my call is. Oof.Roy Atkinsonhttps://www.blogger.com/profile/11784456794840578961noreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-62951537025236747772014-02-24T11:45:23.425-05:002014-02-24T11:45:23.425-05:00Thanks for sharing these stats, Roy.
Overall, I t...Thanks for sharing these stats, Roy.<br /><br />Overall, I think companies should do whatever they can to avoid putting customers on hold. However, there are certain situations where it's unavoidable. In that case, Scott Heitland makes a great point about how it's done being important. And, as a customer, I like to have a callback option.<br /><br />The worst is a looping hold message because it reminds you just how long you've been holding.Jeff Toisterhttps://www.blogger.com/profile/14748445855254303153noreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-48189813682386528372013-12-28T13:35:03.491-05:002013-12-28T13:35:03.491-05:00Thanks for your comment, Dan. I agree that getting...Thanks for your comment, Dan. I agree that getting the message (usually over and over again) that my call is important while I'm on hold is cognitive dissonance; few things annoy me more. I'm sure I'm not alone. "Outside-in" is a better way to look at things, in my opinion, and Ian is certainly a strong proponent.<br /><br />Studies have repeatedly shown that customers become and/or remain loyal to brands that provide good service--even to the extent of providing a service recovery along the way. Roy Atkinsonhttps://www.blogger.com/profile/11784456794840578961noreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-51418134457528745982013-12-28T12:49:39.731-05:002013-12-28T12:49:39.731-05:00Reminds me of an Ian Clayton tweet from a couple y...Reminds me of an Ian Clayton tweet from a couple years back, demonstrating the Outside-In perspective: "Your time is valuable, to request a callback..." <br /><br />One thing your message should NOT do is create cognitive dissonance between your message and your behavior. "Your call is important..." does exactly that. <br /><br />I also like that you bring up loyalty. Many old school b2c businesses still live in the mindset that loyalty is based (almost) exclusively on the physical product, forgetting that product differentiation is shrinking all the time. Anonymoushttps://www.blogger.com/profile/09929890999944016287noreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-17096722878547740412013-12-23T17:58:53.669-05:002013-12-23T17:58:53.669-05:00Scott - Thanks for your thoughtful comment. I agre...Scott - Thanks for your thoughtful comment. I agree that, once an agent or representative has been reached, there are good practices as far as putting someone on hold.<br /><br />That's not really the thrust of this post, however. Unfortunately, many organizations leave customers in a queue that stretches for minute after minute *before they can even speak to a rep* --and add insult to injury by playing "Your call is important to us" messages and/or prompting customers to use the website, from which they have likely come. That's where customers drop off or get extremely frustrated. Roy Atkinsonhttps://www.blogger.com/profile/11784456794840578961noreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-55689144178577765152013-12-23T16:46:49.294-05:002013-12-23T16:46:49.294-05:00One thing most customer service reps don't do ...One thing most customer service reps don't do well is HOW to put customers on hold in a way that creates value and a perception of benefit for the customer. Instead of simply and politely asking "May I put you on a brief hold?", consider this: "So that I can pinpoint the exact nature of the problem and limit the amount of time you have to spend on the phone, may I put you on hold?"<br /><br />Customers react much differently to the latter, as compared to the former, not just immediately but also during the hold time, since the rep has created the appropriate perception that the hold is not for the REP, but really in the best interest of the CUSTOMER.<br /><br />It's a small thing, but it's the small things that collectively make the difference when it comes to the customer's overall experience. The entire conversation needs to be anchored in benefit to the customer.Scott Heitlandhttp://www.pretiumsolutions.com/noreply@blogger.comtag:blogger.com,1999:blog-369503477924863546.post-38189058387615848842013-06-07T08:36:09.795-04:002013-06-07T08:36:09.795-04:00To bad so many people are so unhappy with their jo...To bad so many people are so unhappy with their jobsJPCnoreply@blogger.com