Make or Break Moments

AUGUST 9, 2010

We didn’t grow up together. Our kids weren’t in soccer together. We didn’t work at the same place. I left realizing that I probably won’t go out of my way to shop there any more. Bekah was the friendly, neighborhood cashier at Drug Mart. That’s where we met – at register 5.

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Make or Break Moments

APRIL 15, 2010

Join a Group Posted by Deborah Chaddock Brown on April 15, 2010 under Connecting Moments , social media | Be the First to Comment If I were a betting woman I would say that you have joined LinkedIn. It was a sad set of answers but most said yes – training would be one of the areas hardest hit on their P&L. Have a question?

Customer Service 100

Customer Service Social Media 2009 2010 100

Make or Break Moments

JANUARY 19, 2010

I don’t like Starbucks coffee – too acidic, but I do love their frappuccinos. But the budget just can’t handle the cost and my waistline can’t afford the calories. I have to confess. So here is my midmorning gift to you. Blend about 30 seconds and then ENJOY!

Gifts 100

Gifts Customer Service 2009 2008 100

Make or Break Moments

JUNE 12, 2010

Posted by Deborah Chaddock Brown on June 12, 2010 under Connecting Moments , social media | Be the First to Comment Yesterday on LinkedIn I found a question started by Pete Radke spurred on by an article he read. The comments are interesting – some that agree and some that don’t. How is that a discussion? Interesting.

Social Media 100

Social Media Customer Service 2009 2008 100

Make or Break Moments

MARCH 17, 2010

“I’m afraid to speak up&# “Management doesn’t listen to us&# “They don’t tell me what I need to know to do my job&# I love the irony of the first two – you are afraid to speak up, but if you conquer your fears and speak up it doesn’t matter because they aren’t listening anyway. .

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

APRIL 11, 2010

Posted by Deborah Chaddock Brown on April 11, 2010 under Customer Moments | Be the First to Comment I love the phrase Put Customers First. above employee isn’t Tom, he just has the smock on) Crap. “Yeah, Tom is right, if we don’t put customers first we could get fired.&# Oh, there’s motivation for you.

Customer Service 100

Customer Service 2010 2009 2008 100

Make or Break Moments

JANUARY 25, 2010

Posted by Deborah Chaddock Brown on January 25, 2010 under Employee Moments , Significant Other Moments , empathy , making a difference | Be the First to Comment I normally focus on the customer at Make or Break Moments, but today I’d like to shine the spotlight on our NUMBER ONE ASSET – our employees. We get paid either way.&#

Customer Service 100

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Make or Break Moments

JUNE 4, 2010

On June 14, 2010 at 8pm est – Linchpins around the globe will unite to share, network, connect and collaborate. My father would say “Why are you working so hard – it doesn’t say Debbie Vision over the door?&# All inspired by Seth Godin. I would reply, “It is just how I have to work. Just like yours does.

Customer Service 100

Customer Service 2010 2009 2008 100

Make or Break Moments

MARCH 13, 2010

I recently learned a lesson from a group of young boys who had developed a band. .&# (BoyBand is just a place holder, that wasn’t the name of the band – I can’t remember the name of the band.) The point being – they were consistent with their name in every online venue.

Customer Service 100

Customer Service 2009 2008 Social Media 100

Make or Break Moments

FEBRUARY 22, 2010

Some blame the economy or a lack of training or a lack of motivation or hiring the wrong people or bottom line management but the general consensus is that there is a growing problem with the attitude of our nation’s employees and how they treat customers. Is it a lack of training and focus? Are we hiring indifferent people?

Customer Service 100

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Make or Break Moments

SEPTEMBER 3, 2010

Not a problem, I was entertained by the two sales associates talking to each other about how the one’s boyfriend refuses to change diapers and wants her to start potty training her 12 month old. It doesn’t sound like this is a location edict, but more of a companywide policy. The jewelry is fun and flirty and affordable.

Credit Card 100

Credit Card Customer Service 2009 2008 100

Make or Break Moments

AUGUST 13, 2010

She also talked about a strategy she employs for marketing to customers that doesn’t involve advertising – it is called C.R.I.S.P. She also talked about a strategy she employs for marketing to customers that doesn’t involve advertising – it is called C.R.I.S.P. The customer must come first.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

JUNE 15, 2010

He went through 16 hours of unpaid training and had to purchase the sales kit prior to making any money so he is invested in the process. Watching him go through this process I’m reminded of other sales training and commission structures from my past lives in which the measurement was on selling the products with the highest margin.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

JULY 13, 2010

It seems that she has a customer who asked her to do something that she isn’t comfortable doing. The conversation is going along just dandy and then you ask a question – they say nope can’t help you – and you are left with this awkward silence. But her motto is to “just say yes and figure it out later.&#

Customer Service 100

Customer Service 2009 2008 2010 100

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. They’d found me on the Internet and wondered if I would come and conduct training for their call center employees.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

SEPTEMBER 2, 2010

One may be related to the other, yet more delight doesn’t always come from more service (in fact, as Ryanair and Aldi have proven, the inverse might even be the case). Being a customer-focused company isn’t a quick fix. Customer service is what companies do to their customers.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

MAY 11, 2010

Add to that the fact that I hadn’t exercised since Reagan was President – it was a pretty tame routine by all standards of comparison. I have been going and doing my weight training three times a week and the cardio bike thing ever since. The company didn’t come to the customer.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

MARCH 22, 2010

Posted by Deborah Chaddock Brown on March 22, 2010 under Customer Moments , Expectations , Resolving Conflict | Be the First to Comment “Experience is what you get when you didn’t get what you wanted.&# We don’t always get what we want. We can’t always please everyone. But we do get an experience.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

MAY 3, 2010

It has a name that can’t be pronouced correctly without assistance. I don’t have anything else to say. Tags: first impression Add A Comment home top Site Information © 2010 Make or Break Moments Ministry Free Theme by eGrace Creative. The response on the bottle? LIKE NOTHING. And it tastes like nothing?

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

JANUARY 11, 2010

When they leave your store do they feel like they were valued? Feelings – emotions – don’t come from the deal of the month but rather from the relationships we’ve built, the trust we garnered and the time spent with each customer. “Did you like shopping at the XYZ Store?&# we might ask them.

Customer Service 100

Customer Service 2009 2010 2008 100

Make or Break Moments

APRIL 14, 2010

Here’s one story from Claire: When I was younger, just starting out in a customer service/training role with an animal clinic, a very crabby couple would come in regularly with their dog. It was my first real “aha moment&# with a customer that I didn’t like. Did you save the day or choose to walk away?&#

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

AUGUST 2, 2010

But it isn’t easy. But ask yourself truthfully, would you answer “false&# to some of the following: If we have customer service training, we do not show the link between customer service and reaching our business goals. The quiz is divided into three sections: Employees, Online Presence and Customer Interaction.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

DECEMBER 25, 2009

He wasn’t cynical or skeptical; he took things at face value. Remember when we were young and couldn’t wait to close our eyes and go to sleep because we knew the next morning would be Christmas and there would be surprises and great joy at every turn? Everything viewed through his young eyes was fresh and new.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

FEBRUARY 1, 2010

As he reviews the details of the conversation, which didn’t go well for either party, he realizes something: “…I could easily see that I had failed to establish rapport at the top of the call. When you don’t have it, every step becomes a struggle.&# When you have rapport, the sales process moves forward easily.

Customer Service 100

Customer Service 2010 2009 2008 100

Make or Break Moments

JULY 5, 2010

Here’s what I have to say: Your hidden agendas aren’t so hidden. You just aren’t that great of an actor. The customer wasn’t sure which frame was the best and asked my Mom’s opinion. The customer said “yes, I wasn’t so sure I liked those either.&#

Agenda 100

Agenda Customer Service 2009 2008 100

Make or Break Moments

JANUARY 16, 2010

I have to be honest, I don’t go for the food. My companion doesn’t have his reading glasses and leans over the bar and asks the waitress for a pair of glasses. And you don’t need reading glasses to enjoy them! I didn’t know you went to Hudson high. I only go when The Reunion Band is playing.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

JUNE 28, 2010

They didn’t know me. They didn’t trust me. Hey, you don’t happen to have a white van do ya? If the kitchen is the heart of the home then doesn’t it stand to reason that the office with the best snacks is the hub of the company??? How could I get people to come to me? It works brilliantly!

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

JULY 28, 2010

This whole time I am waiting to see if this is a prank but I don’t think so. Now he can’t know that my neighbor died unexpected yesterday or that I have a very close friend just diagnosed with stage four cancer. It is like the guy in the bar that comes up and says “haven’t I seen you somewhere before?&#

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

MARCH 15, 2010

But they didn’t see this, because their arrogance had made them complacent. ’s new book Peaks and Valleys. ’s new book Peaks and Valleys. ’s new book Peaks and Valleys. Just like the One Minute Manager and Who Moved My Cheese , the book is set up in a story format to share the great insights of the author.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

JANUARY 27, 2010

Of course, almost a year later, the Kindle isn’t new news but there was a statement in the article that was important enough for me to circle it and save: “There are two ways to extend a business. Amazon comes in at #9 with a tagline piece of advice “what’s dangerous is not to evolve.&#

2009 100

2009 Customer Service 2008 2010 100

Make or Break Moments

JULY 19, 2010

I am at a point where there are some things I just can’t do anymore and a friend of mine once told me “delegate everything but your genius.&# So – I was off to find a virtual assistant. Here’s what I discovered: Some had experience and testimonials – that was a bonus. I started to look at their test scores.

Cover Letter 100

Cover Letter Customer Service 2010 2009 100

Make or Break Moments

JULY 9, 2010

Maybe that doesn’t seem like a lot of years for some businesses but they are a computer company. Big main frame machines that took up an entire room in a company, cost millions of dollars and required special cooling so they didn’t over heat. is celebrating their 35th year in business.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

AUGUST 18, 2010

And we aren’t exactly quiet. Norma Add A Comment home top Site Information © 2010 Make or Break Moments Ministry Free Theme by eGrace Creative. Mocha Joe’s Coffee Shop (formerly Arabica Coffee) has graciously hosted our meets up without a fee or fuss. And sometimes they have a right to fuss.

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Social Media Customer Service 2009 2008 100

Make or Break Moments

FEBRUARY 10, 2010

And isn’t it fun to find new blogs to read? Off to check out the archives here and at a couple of others I haven’t read before. Regards, Kelly Add A Comment home top Site Information © 2010 Make or Break Moments Ministry Free Theme by eGrace Creative. Deborah Kelly said, Deborah, Thanks for the mention!

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

JUNE 27, 2010

Posted by Deborah Chaddock Brown on June 27, 2010 under Customer Moments | Be the First to Comment I get confused sometimes, more often than not, some would say, about the right word to use. I just realized that the word CUSTOMER isn’t anywhere on the page. Take a look at your short term goals. Have you made the same oversight?

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

JANUARY 26, 2010

Posted by Deborah Chaddock Brown on January 26, 2010 under Attitude , Customer Moments , Resolving Conflict | 3 Comments to Read I love conversations with Leslie Ungar. You’ll all heard the story about the customer who returned a tire to Nordstroms and they didn’t even sell tires. You know her. I talk about her often.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

JUNE 2, 2010

Posted by Deborah Chaddock Brown on June 2, 2010 under Listening , Missed Moments , social media | Be the First to Comment Just saw this link on a tweet The Biggest Shift Since the Industrial Revolution. Maybe it isn’t that many people. Eighty percent of what, you ask? That’s a big chunk of your customers.

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Social Media Customer Service 2009 2008 100