Customer Satisfaction

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When Things go Wrong | Extraordinary Business

How to plan for and manage unexpected challenges you face in business

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You have probably been to a restaurant when it is extremely business, with people waiting out the door, slow service and very busy servers. You’ve probably been stuck in traffic at rush hour or when a big event is coming to town. You may have waited in long lines for a movie or for a ride at an amusement park or some of their place where you probably thought or said to yourself that they probably need more people or could use more space.
While you might understand or be patient if it happens once or twice, you will probably find alternatives – be it alternative locations if they are available, or available times if the issue seems to be a timing issue. In either case, you are thinking about the cost to switch or select a different option. If it is a restaurant, it may be fairly easy to find another restaurant or movie theatre, making the switching cost low. If it is an amusement park or a road, the switching cost might be higher – you may have to travel a great distance (cost) to avoid the lines or to get on open roads.
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When Things go Wrong | Extraordinary Business

How to plan for and manage unexpected challenges you face in business

image

 

You have probably been to a restaurant when it is extremely business, with people waiting out the door, slow service and very busy servers. You’ve probably been stuck in traffic at rush hour or when a big event is coming to town. You may have waited in long lines for a movie or for a ride at an amusement park or some of their place where you probably thought or said to yourself that they probably need more people or could use more space.

While you might understand or be patient if it happens once or twice, you will probably find alternatives – be it alternative locations if they are available, or available times if the issue seems to be a timing issue. In either case, you are thinking about the cost to switch or select a different option. If it is a restaurant, it may be fairly easy to find another restaurant or movie theatre, making the switching cost low. If it is an amusement park or a road, the switching cost might be higher – you may have to travel a great distance (cost) to avoid the lines or to get on open roads.

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Image Issues | Extraordinary Business

Image You are at an event or gathering and have a great conversation with someone.  You learn that they have a particular product or service that is appealing to you, within the budget and timing that you have.  During the meeting, they fit the expertise and professionalism of the type of company you want to work with.  Then you see their website…it is not at all consistent with your expectations.  What do you do?  Do you overlook it?  Do you look for similar companies that might have a better presence?

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Misdiagnosing Your Clients | Extraordinary Business

Misdiagnosis? Over the weekend, I listened to a podcast by sales guru Zig Ziglar wherein he discussed some tactics on helping potential customers reach a purchasing decision with you.  One thing that stuck out to me, however, was his conversation around Goals.  He suggested that at times people would prefer to tell us what they think we would want to hear, rather than their actual goals.  As business leaders, we need to make sure that we aren’t getting sucked down that proverbial “bunny hole.”  Having an inaccurate understanding of what a prospect’s goal or goals are will cause us to inaccurately diagnose potential solutions for their problems.

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Backing it Up | Extraordinary Business

Absolutely Terrible Telecom Co. One of the world’s largest telecom agencies has the habit of boasting about how big they are, how fast they are and that sort of thing.  They tend to buy up competition and technology at what seems to be an alarming rate and have been given leeway to dominate the marketplace.  Interestingly, despite its boasts, it still has one of the highest consumer dissatisfaction rates in the world.  You have to ask yourself: how successful could the company be if they put more effort into lowering the customer service?

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NOT MY FAULT!!| Extraordinary Business

As a business consultant, I have the opportunity to work with a lot of business leaders as they navigate their ways through the marketplace.  I’ve got to admit: I am addicted to helping them fulfill their company visions, and thus, make myself available to answer questions and talk through challenges.Being accountable for Accidents

One thing I have encountered a number of times is the difficulty that exists around taking responsibility for certain issues that occur in and around the business.  Granted – there are things, perhaps a number of things that lie outside the realm of a provider’s control.  Here’s an example of what I mean:

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