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The Little Things That Make a Big Impression
As someone who travels frequently—and teaches customer service for a living—I’m always paying attention to how service is delivered. Not just the what, but the how. And on a recent visit to The Whitley, a Luxury Collection Hotel, I experienced something refreshingly...
How a Car Wash Scrubbed My Patience Instead of My Car
It’s a sunny Saturday, and I’m in a great mood blasting one of my favorite songs as I’m running errands. I roll into the local car wash ready to give my dust-covered car some TLC. I pay for the “Deluxe Diamond Ultimate Supreme Wash” — you know, the one with the extra...
Don’t make customers repeat their issue twice – First Contact Resolution
As leaders, we’re constantly seeking ways to improve satisfaction, reduce frustration, and increase loyalty. One of the most impactful strategies is adopting a culture that prioritizes First Contact Resolution (FCR). This doesn't just mean resolving issues in a single...
When Silence Isn’t Golden: A Lesson from a Shipping Delay Gone Wrong
A few months ago, I ordered a gift online with plenty of time to spare — or so I thought. The delivery date came and went, with no package, no tracking updates, and no proactive communication from the company. After reaching out, I received a generic response that did...
Building Trust When the News Isn’t Great
Bad news is never easy to communicate — especially when customers are already feeling exasperated with business changes. In times of change, your approach can either strain the relationship or strengthen it. One of the most effective strategies for building trust...
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