Comments for Dennis Snow's Service Excellence Blog http://dennissnowblog.com Speaking of Service Excellence Sat, 06 Sep 2008 05:38:16 +0000 http://wordpress.org/?v=2.5 Comment on How to Create “Walk-Through-Fire” Customer Loyalty (Even In a Down Economy) by admin http://dennissnowblog.com/2008/08/27/how-to-create-%e2%80%9cwalk-through-fire%e2%80%9d-customer-loyalty-even-in-a-down-economy/#comment-358 admin Sat, 30 Aug 2008 23:42:34 +0000 http://dennissnowblog.com/?p=47#comment-358 Great comment, Glenn. When you can clearly see that you've wowed a customer, asking him or her to tell their friends is totally appropriate. It solidifies the relationship even further. And like you said, many will tell their friends. Dennis Great comment, Glenn. When you can clearly see that you’ve wowed a customer, asking him or her to tell their friends is totally appropriate. It solidifies the relationship even further. And like you said, many will tell their friends.

Dennis

]]> Comment on How to Create “Walk-Through-Fire” Customer Loyalty (Even In a Down Economy) by Glenn Ross http://dennissnowblog.com/2008/08/27/how-to-create-%e2%80%9cwalk-through-fire%e2%80%9d-customer-loyalty-even-in-a-down-economy/#comment-357 Glenn Ross Sat, 30 Aug 2008 22:38:51 +0000 http://dennissnowblog.com/?p=47#comment-357 I would add, don't hesitate to ask your customers for referrals. Retailers should train their associates to smile and say, "Be sure and tell your friends about us," when it's obvious that the customer has his/her needs met or exceeded. Many will. I would add, don’t hesitate to ask your customers for referrals. Retailers should train their associates to smile and say, “Be sure and tell your friends about us,” when it’s obvious that the customer has his/her needs met or exceeded. Many will.

]]> Comment on Being a Good Customer by Mark Henson http://dennissnowblog.com/2008/08/21/being-a-good-customer/#comment-356 Mark Henson Thu, 28 Aug 2008 10:33:50 +0000 http://dennissnowblog.com/?p=45#comment-356 Great article! One of our phenomenal caterers at sparkspace, Spinelli's Deli in Columbus, Ohio, has run into this cell-phone problem so much that they've developed a great phrase to discourage the behavior. They simply say: "I'd be happy to help you, sir, when you're done with your phone call." Then they help the next person in line. It slightly embarrasses the cell phone user, but makes them a champion in the eyes of the other 20 people waiting in line! Great article! One of our phenomenal caterers at sparkspace, Spinelli’s Deli in Columbus, Ohio, has run into this cell-phone problem so much that they’ve developed a great phrase to discourage the behavior. They simply say: “I’d be happy to help you, sir, when you’re done with your phone call.” Then they help the next person in line. It slightly embarrasses the cell phone user, but makes them a champion in the eyes of the other 20 people waiting in line!

]]> Comment on Being a Good Customer by Kevin Stirtz http://dennissnowblog.com/2008/08/21/being-a-good-customer/#comment-268 Kevin Stirtz Fri, 22 Aug 2008 13:09:15 +0000 http://dennissnowblog.com/?p=45#comment-268 Amen Dennis! The best way to get good customer service is to be nice. The concept of service runs two ways because we're all human and we all like to be treated well. It's no more complicated than "do unto others..." Thanks for the reminder! Kevin Stirtz Amen Dennis! The best way to get good customer service is to be nice. The concept of service runs two ways because we’re all human and we all like to be treated well. It’s no more complicated than “do unto others…”

Thanks for the reminder!

Kevin Stirtz

]]> Comment on Resource for Customer Service Quotes by Kevin Stirtz http://dennissnowblog.com/2008/08/04/resource-for-customer-service-quotes/#comment-214 Kevin Stirtz Mon, 04 Aug 2008 20:31:13 +0000 http://dennissnowblog.com/?p=41#comment-214 Hi Dennis - great ideas for using quotes to improve customer service. I hope you don't mind if I borrow them for my clients (giving you full credit of course!). Thanks! Kevin Stirtz The Amazing Service Guy Hi Dennis - great ideas for using quotes to improve customer service. I hope you don’t mind if I borrow them for my clients (giving you full credit of course!).

Thanks!

Kevin Stirtz
The Amazing Service Guy

]]> Comment on Same Job - Different Results by Ski http://dennissnowblog.com/2008/07/22/same-job-different-results/#comment-207 Ski Thu, 24 Jul 2008 12:11:59 +0000 http://dennissnowblog.com/?p=37#comment-207 I agree, service excellence is vital! and I like the perspective taken on this side of things. I agree, service excellence is vital! and I like the perspective taken on this side of things.

]]> Comment on Take Responsibility For Your Own Career by Tara Bloom http://dennissnowblog.com/2008/07/02/take-responsibility-for-your-own-career/#comment-202 Tara Bloom Fri, 11 Jul 2008 17:36:52 +0000 http://dennissnowblog.com/?p=32#comment-202 This is so true Dennis. And, even those of us who are generally assertive sometimes find it difficult to always take charge this way as we think others will always recognize our hard work and contributions. As you point out, this is just not always the case. I would like to hear from other people how they take charge of their careers or other aspects of their lives in a positive, proactive way, without feeling like they are bragging or losing the humble touch. I think people respond to people "making things happen" but not so much to those who always toot their own horns. But, maybe I am wrong? This is so true Dennis. And, even those of us who are generally assertive sometimes find it difficult to always take charge this way as we think others will always recognize our hard work and contributions. As you point out, this is just not always the case. I would like to hear from other people how they take charge of their careers or other aspects of their lives in a positive, proactive way, without feeling like they are bragging or losing the humble touch. I think people respond to people “making things happen” but not so much to those who always toot their own horns. But, maybe I am wrong?

]]> Comment on Lessons From the Mouse by Greg Scott http://dennissnowblog.com/2008/05/23/lessons-from-the-mouse/#comment-161 Greg Scott Tue, 03 Jun 2008 17:48:27 +0000 http://dennissnowblog.com/2008/05/23/lessons-from-the-mouse/#comment-161 I am very excited about your book, and I will be forwarding a link to your blog to several of my training colleagues. I had the opportunity to see you in Wichita Falls, Texas last fall. I enjoyed and was inspired by your presentation. I also had the opportunity to see back stage as a visiting cast member to Walt Disney World-Florida some 20 years ago and was facinated. I was a Political Scientist in a Customer "Service Candy Store". I never recovered. I have also visited as a guest several times. My brief (and albeit controled) backstage experience makes me appriciate the expereice as a guest all the more! I have used some of your examples in our customer service training (yes I give you credit-smile) and will do what I can to promote your upcomming book. One comment. I realize that "stage" terms are esential to explain the Disney world. But I have found that not everyone readily embraces theater analogies. Anything you can do to bridge that experiecne gap with terminology? Hey I figuer the Mouse has a lot to teach us no matter what our background or entertaiment tases. Thats my comment - use it if you can. Your analogies and examples really speak to me and I look forward to reading more. Thanks Greg Scott Trainer Clinics of North Texas Best of luck to you in the endevor. I am very excited about your book, and I will be forwarding a link to your blog to several of my training colleagues. I had the opportunity to see you in Wichita Falls, Texas last fall. I enjoyed and was inspired by your presentation. I also had the opportunity to see back stage as a visiting cast member to Walt Disney World-Florida some 20 years ago and was facinated. I was a Political Scientist in a Customer “Service Candy Store”. I never recovered. I have also visited as a guest several times. My brief (and albeit controled) backstage experience makes me appriciate the expereice as a guest all the more!

I have used some of your examples in our customer service training (yes I give you credit-smile) and will do what I can to promote your upcomming book.

One comment. I realize that “stage” terms are esential to explain the Disney world. But I have found that not everyone readily embraces theater analogies. Anything you can do to bridge that experiecne gap with terminology?

Hey I figuer the Mouse has a lot to teach us no matter what our background or entertaiment tases. Thats my comment - use it if you can. Your analogies and examples really speak to me and I look forward to reading more. Thanks

Greg Scott
Trainer
Clinics of North Texas

Best of luck to you in the endevor.

]]> Comment on What Do Customers Think About Your Company’s Service? by Nolan http://dennissnowblog.com/2008/05/19/what-do-customers-think-about-your-companys-service/#comment-125 Nolan Tue, 20 May 2008 00:29:50 +0000 http://dennissnowblog.com/2008/05/19/what-do-customers-think-about-your-companys-service/#comment-125 As a director of a call center, I completely agree about the importance of a call center within an organization. We can get some of the best feedback when other employees visit the call center and share their experiences. I enjoy your post. Thanks. As a director of a call center, I completely agree about the importance of a call center within an organization. We can get some of the best feedback when other employees visit the call center and share their experiences. I enjoy your post. Thanks.

]]> Comment on Eroding The Starbucks Experience by Tara Bloom http://dennissnowblog.com/2008/05/05/eroding-the-starbucks-experience/#comment-97 Tara Bloom Tue, 06 May 2008 20:58:53 +0000 http://dennissnowblog.com/2008/05/05/eroding-the-starbucks-experience/#comment-97 Excellent post with great logic Dennis. While many of us are cutting back, marketers know that "affordable luxuries" like gourmet brews can be a sure bet. But, with true Indendent coffee houses also in the mix, the bigger the chains get, the harder the perception of "specialness" becomes to maintain. Excellent post with great logic Dennis. While many of us are cutting back, marketers know that “affordable luxuries” like gourmet brews can be a sure bet. But, with true Indendent coffee houses also in the mix, the bigger the chains get, the harder the perception of “specialness” becomes to maintain.

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