PFA Small Business Blog
Customer Service
Customer Service is More than a Smile
I just came out of the bank. That’s always a good feeling because I only go in to make a deposit. But today, I was a little perturbed. Okay, I was pretty upset. The most polite people in the world were unable to quickly accomplish a few simple transactions. Yet, there were unfailingly polite and [...]
The Customer is Always Right … Wrong!
When the customer has a legitimate request or complaint of course, we should always resolve that issue in the customers favor. But, what happens when the customer is unreasonable? Or, not right? Is it our job to serve the customer unquestionably? I want to support my people always, even when they make bad decisions. This [...]
Sometimes a simple apology is enough
Speaking on customer service doesn’t make you immune to bad service, perhaps it only serves to highlight those instances. Last weekend, I had the great pleasure of speaking to a small business group in Indianapolis on internet marketing. It was a fun group and everyone enjoyed not only the presentations but the social atmosphere as [...]
It’s Always About Me
Or, Why You Should Be Careful with Your Words Just yesterday a potential client called on the phone. She was asking questions about my availability for a speech just about a month from now. Without any questioning on my part she shared with me that another presenter had a medical problem that compelled them to [...]
Is there ever a time when you don’t care about customer service?
I’m fine, thank you. But, as we age, we seem to find more contact with the medical community. And, I am happy that in general they take good care of me. But, it seems that they don’t care at all about me. They want me to be well, but don’t care if I’m comfortable. For [...]
Color in Signage Improves Sales
Consistent Use of Color Leads Buyers to Purchase Many times we have people in our stores who are happy to look without much assistance. If you ask if you can help they will say that they are ‘just looking’. Yet, many of these people are intent on buying and want some time to make a [...]
Reengage Former Customers
They are Your Best New Opportunity More than 80% of small business comes from former customers. So whenever you need a sales boost, reach back to your former customers. Often times that can be embarassingly simple. The first method of approach is a note that says we missed you. You’d be surprised how effective that [...]
Good Customer Service Is More Than Good PR
An article on customer service by Patricia Fripp, CSP, CPAE In the throes and stresses of our workday lives, we sometimes forget how our customers see us. One single negative contact can ruin your reputation in the eyes of not only that one customer — but everyone he or she knows as well. After all, [...]
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