Blog
Barbara’s Blog
Follow
Subscribe
How a BAD last impression creates a BAD lasting impression
Have you ever had a bad “exit” experience with a company that caused you to never return again? You were greeted warmly and with a smile. You were assisted kindly and called by name throughout your interaction. All your questions were answered, and you were given...
Is Your Customer Service a Mystery?
To help me kick start my consulting services with any new company client, I always ask how well customers are treated. Inevitably, most owners and managers reply with an answer like “Our service is great!” When I ask how they know this to be true, they usually say...
How to Lose a Customer with One Simple Phrase
“It’s not my job,” I heard from behind a ticket counter at the San Diego airport recently. The following story comes from my own personal experience in a real-time situation between an airline representative and its customers. Real World Story: As I was standing in a...
Script or no Script? The Customer Service Debate Continues…
Recently, I’ve been reading many debates about the need—or not—for customer service scripts. Some advocates believe they’re necessary while naysayers think they promote robot-like behaviors. As I mentioned in two previous blog posts, BAD scripts = MAD customers! and...
How to build a culture of compassion in the healthcare workplace, the Lloyd Dean way
In last week’s blog post, Is there a place for compassion at work?, I mentioned a company that lives and breathes the principles of kindness and compassion—daily. This week, I’ll share the details of how to build a culture of compassion, the Lloyd Dean way. And from...
Let’s Talk About Your Event
