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Make or Break Moments
JANUARY 5, 2010
My backyard is buried in the white stuff. Yesterday as my daughter and I drove down the snow-covered road she had an interesting observation. “Sure it looks pretty but it is amazing how quickly it turns ugly.&# It is so true.
Make or Break Moments
JANUARY 26, 2010
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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Make or Break Moments
SEPTEMBER 3, 2010
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.
Make or Break Moments
AUGUST 25, 2010
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. If you had to rate that experience from the caller’s perspective – how would you do?
Make or Break Moments
AUGUST 2, 2010
Our policies and procedures were designed with the organization’s needs in mind, not the customer’s. But it isn’t easy. Glenn Ross at All Business published a post called How to Lose Customers and Fail at Business which consists of a 20 question true/false quiz. We do not track customer complaints in order to identify trends.
Make or Break Moments
MARCH 17, 2010
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.&#
Make or Break Moments
AUGUST 27, 2010
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. Add A Comment home top Site Information © 2010 Make or Break Moments Ministry Free Theme by eGrace Creative.
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