Make or Break Moments

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You've Heard of the 80 – 20 Rule???

Make or Break Moments

Someone asked him if people took advantage of Nordstrom’s famous return policy. He went on to say that only about ten percent of their customers took advantage of Nordstroms policy to make customers happy. “You don’t make policy based on ten percent,&# he was quoted as saying. “You make policies based on the 90%.&#

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Customers Have to Pay at Claire's

Make or Break Moments

It doesn’t sound like this is a location edict, but more of a companywide policy. Claire’s isn’t wearing the customer’s shoes – I would suggest they spend a minute viewing their new policy from the customer’s perspective. Sounds like a personal problem.

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Is Customer Service Part of Your Business Process?

Make or Break Moments

Posted by Deborah Chaddock Brown on August 27, 2010 under Customer Moments | 2 Comments to Read I am working on writing a series of articles for a customer on the importance of developing and documenting business systems.

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No Two Customers Are Alike » Make or Break Moments

Make or Break Moments

Like snowflakes, each customer’s needs are different and we have to be open and aware by using our active listening skills to learn about their unique circumstance.

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Put Customers Before Profits

Make or Break Moments

Our policies and procedures were designed with the organization’s needs in mind, not the customer’s. Our monitoring of incoming customer emails is delegated to low level employees. We do not track customer complaints in order to identify trends. Our senior managers seldom interact with customers.

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Answering Your Phone: Is it You or Memorex?

Make or Break Moments

What policies or procedures do you have in place for telephone answering? Posted by Deborah Chaddock Brown on August 25, 2010 under Telephone Moments | 2 Comments to Read Often our first interaction with our customer is over the phone. When callers do reach a real person – what is the tone of voice? What do they say?

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Changing Business Based on Customer Feedback

Make or Break Moments

He thought – doesn’t see she the twisted thinking of calling when there is a “do not disturb&# sign? “That’s our policy,&# she told him. He called John. “Yes, she’s right.&#