August 25, 2023 She’s My Favorite Client, She’s My Pride And Joy Stevie Ray Vaughan says: “Well you’ve heard about love givin’ sight to the blind. My baby’s lovin’ cause the sun to shine.” How do you think your clients or customers would react if you treated each of them like they were your pride and joy? Do you think they would refer you to their friends and associates? Would they try to go out of their way to give you more business? Maybe they would call your boss and let him know how well they were treated? If they changed jobs, perhaps they would “take you with them?” Those all sound…
January 20, 2023 A Tale of Two CSRs It was the best of calls; it was the worst of calls. Recently, I received a fantastic email from Southwest Airlines…I qualify for A-List Status finally! Hallelujah! I’m not sure how that affects me as a human being, but it’s got to be good, right? Who doesn’t want to feel special, elite, appreciated? Even though one of my daughters is a lawyer, I didn’t want to bother her to help me puzzle out the legalese that detailed what these elusive A-List benefits are to me, since she’s too busy trying to put very bad actors in prison. So, I did…
June 4, 2022 Can’t Get Too Much Love! Welcome to my new theme for this blog space. I am, of course, talking about the “love” between vendors or organizations and their clients or constituents. A very sage, savvy and experienced client once said to me that the relationship between a supplier and customer can be likened to a romantic relationship. There is the “woo-ing” phase, whereby the potential vendor “courts” the prospective client. They have many meetings (“dates”) finding out about one another to see if there is a good match. Each party asks questions of the other, hoping to find common ground to continue the relationship. If…
