Q: I just discovered that for the past six months I have been billing a client half of what I should have been. Should I just include the total of the past due balance on his next bill or contact him first to let him know that it’s coming? This client has been difficult in the past, so I’d rather not deal with him until I absolutely have to. My partner, on the other hand, thinks we should call the client and let him know what’s going on before sending the bill. What do you think? — Louis K.
Customer Satisfaction Is Your Business
Regardless of what business you are in – you are really in the business of satisfying customers. The degree of customer satisfaction you deliver determines the level of long-term success you will achieve in business.
Customer Service as an Investment Tactic
An undisclosed number of years back (seemingly before someone figured out that tires should be round) when our family car needed gasoline, we pulled into a ‘service station.’ The first thing that would happen was a friendly man dressed in a neat uniform magically appeared with bubble gum or suckers for the kids.
What Does It Cost To Keep a Customer For Life?
We’re living in an age when it seems that everything, at least to some degree, is disposable. Use it once and throw it away. That idea appears to have become an ingrained part of the social psychology, at least in the USA.
Foolproof Customer Service Strategies (that only a fool would try!)
Ever notice how customer service varies from store to store? You walk into some stores, and before you can say “Buzz off!” a salesperson asks “May I help you?”
Bridging the Chasm from Lead to Loyal Customer : A Step by Step Guide for Developing Awareness, Building Credibility and Acquiri
Have you ever watched a documentary about climbing Mount Everest? If so, you will undoubtedly remember one specific segment of the journey where the climbers cross a chasm, one carefully placed step after another, using aluminum ladders strung end to end. For me, just the thought of it is enough to cause an anxiety attack!
Move IT’s Goals Beyond Customer Satisfaction
Most IT departments I encounter say “customer satisfaction” is among their key goals. Unfortunately, this idea seems to lead too often to poor results. While the sentiments are laudable, the law of unintended consequences seems to interfere. Goals are tricky things. Well-intentioned yet poorly selected goals frequently lead organizations to do exactly the wrong things.
Site Design: Think The Way Your Customer Thinks
One of the biggest challenges an organization faces is to stop thinking it’s the center of the universe. Customers think that they are the center of the universe. Customers come to your website to get their needs fulfilled. They will only think you are great if you meet their needs in an efficient and cost-effective manner.
Customer Loyalty vs. Satisfaction: Is There a Difference?
I spent time recently with one of my clients who had just recently spent considerable time and resources to survey the satisfaction levels of his respective customers and employees. The results were in and overall they were very positive for both internal (employee) and external customer groups.
How To Fire A Customer
It must be Tax Season. How do I know?
I’m swamped with work.
And I just fired a client. Again.