The best way to train techs in customer service
How can owners and managers train their employees so that they morph into “Cheerleader making machines”? Jeff Cutshall shares one solution…
airlines
American Airlines files Chapter 11- so what?
American Airlines was once the largest airline in the world and it now is struggling to survive. Anyone that has flown them over the past year could see the signs- in the AA employees! So can you learn an important lesson from AA’s sad example?
Talk about Emotional Marketing!
As the rock and roll song goes “the best things in life are free.” And when it comes to marketing, good PR is “priceless.” Add human pathos and emotional content to the PR and you have reached the mountaintop!
True leaders are willing to take the hit. Are you?
When there is a problem with a customer do you handle it immediately? Or do you take the low-profile route and let your office staff or technicians face the heat? Big Billy Yeadon tells us how Southwest Airlines handled a stressful situation recently …
Never doubt the power of a Negative Cheerleader in your carpet cleaning business!
Repeat customers that advocate your carpet cleaning services to others are your BEST marketing tool. On the other hand if you mess up …
Steve’s latest Value Added Service “field trip”
Everywhere you go and every commercial transaction you make should be examined with your “Customer Eyeglasses”. For example, notice what Steve took out of a recent (and very sudden) sojourn to Brooklyn, New York …
Why do I bother? Part II
OK, I justly flogged AA a few hours ago. But what can YOU learn from their pompous, patronizing and totally wrongheaded approach toward recuperating from a service disaster? (By the way, this has been very cathartic! I feel much better now!)
Why do I bother?
IF your customer takes the time and effort to complain, don’t ignore them and NEVER patronize them. You might even actually LISTEN and learn some valuable stuff. American Airlines just hasn’t got the message.
Southwest & Starbucks
OK, OK, Steve doesn’t like American Airlines. But all airlines and all big business are not ALL bad. Let’s look at two of my favorites …
Jeff Cutshall finds inspiration for VAS in the sky
Similarities between airline travel and carpet cleaning?? You better believe it!