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Easy and Painless

14 May, 2007

I often provide my clients with a "Top X" list of recommendations for Excellence. Typically, one of my recommendations will be how to "Make it easy and painless for your customers to do business with you". Many companies provide great products and services, but have systems, processes or people that make it difficult and frustrating for their customers to do business with them. We have all experienced companies like this.

Then there are those companies that just "get it" - and get it right. I have recently experienced a great example of just such a company. The Complete Line is a family owned business here in the Seattle area that sells office furniture, equipment and supplies to companies large and small (they have been in business for over 30 years). They made a happy and loyal customer out of me by making it easy and painless to do business with them.
They...

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More on Keeping Customers Happy and Loyal...

3 May, 2007

Brian Keith asked some follow up questions on my last post :

How much communication is too much?

What about delivering bad news in email vs. phone?

How do you hold staff accountable for high customer service levels?

and so I thought I would share my responses...

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