By Rob Basso on
10/24/2011 8:41 AM
Many of my company’s large competitors are public companies that have been in the market for more than 25 years. They blazed a trail for smaller service providers and always appear to be on the cutting edge (or even bleeding edge) of what clients want in a payroll service provider. They have massive marketing budgets and equally large funds for training programs aimed at churning out highly-polished salespeople through a cookie-cutter machine. Each newly-minted salesperson appears better groomed than the previous one produced by this highly industrialized training mechanism. However, I’m not envious and I certainly don’t covet this sterile approach...
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By Rob Basso on
6/6/2011 12:05 PM
More often than not, I find myself surprised to receive stellar customer service from vendors that I would least expect to deliver even average customer service. I buy all my web domain names from GoDaddy, not because I’ve had a positive experience using the service provider but simply out of habit. I recently bought a few new domain names and decided to buy extra security for each one. In a few clicks, I was done....
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By Rob Basso on
3/29/2011 12:14 PM
By Nancy Friedman
We all know we've left companies due to poor service. And we know, too, there are more than five unforgivable customer service mistakes. These, however, have been culled together from the many emails and comments we received over the years.
While it's all common sense - we know that common sense is not all that common. So we continue to share this information with you in the hopes we can make some inroads around the world.
1. Not being friendly
Without exception, this is the number one customer service mistake. Customers should be treated as welcomed guests when they call or visit your business. As we've all experienced, sometimes we're treated as an annoyance or an interruption. Remember the Telephone Doctor motto: "Be friendly before you know who it is...."
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By Rob Basso on
1/17/2011 12:27 PM
Who is the Director of First Impressions in your company? You do have one, right? They may not have that exact title, however, that's what they really are, whether you call them that or not! In some businesses, it could be the person who answers the phone. In other businesses, it could be the person behind the counter or a greeter in a store. That person, whoever they may be, holds in their hands the ability to delight or disappoint the customer, your customer. And how that first interaction is handled will determine if that customer does business with your company or decides to go with your competitor....
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