No real excuses for bad service

Posted on August 3, 2012 by David

No excuses for excellence.

I really shouldn’t have asked the question yesterday as I did. There should be no excuses for poor/bad customer service.

Common excuses are given in order to deflect attention and responsibility away from the guilty party. Excuses like:

  • It’s not my job.
  • I’m overworked and service isn’t a priority with this company.
  • The company hasn’t equipped me with the right tools to deliver great service.
  • The customer is in a bad mood.

And these are all excuses for what? For being rude to the very people who are helping you turn a profit! If you have excuse members on your team, maybe it’s time to turn them into excused members.

1. Hyper focused training doesn’t always work. Giving a lot in a little time.
2. Politics penalize.
3.  A lot of money is spent on recruiting, hiring, and training new employees. Are you sure you got the “right” one?

However, such policies cost businesses money in other ways. They create a situation in which customer needs are only met after long delays, or not at all. The result: Consumers take their business elsewhere.

Don’t let them take yours!

Posted in Uncategorized | Comments Off on No real excuses for bad service

Number one excuse

Posted on August 2, 2012 by David

He didn’t have a leg to stand on. He is an Ironman.

Want to know what the #1 excuse for bad customer service is?

I’ll share that tidbit with you tomorrow. But first, I’d like to hear what you think is the top reason.

Is it lack of training? Lack of caring? Lack of initiative?

What say ye?

Posted in Bad Service, Excuse, Rajesh Durbal | 4 Comments

It’s just a day, no biggie

Posted on August 1, 2012 by David

They gave their lives for the sake of freedom. Cancer didn’t take it from them.

Monday. August 1, 2011. Just another day for some. No biggie.

For me, it was the day I learned I had cancer. I would be lying if I said “no biggie” here.

It was a big day. A day that rocked my world, one that shook me to the core.

But here I am a year later. And according to the latest test results, there’s no sign of the cancer. Biggie.

I’ve watched others who have received a cancer diagnosis after mine and have lost their battle. One was a grandfather who lived a life of service to others. Another died a few days before his 16th birthday.

That day was filled with so many unknowns. I didn’t know how blessed I was. I didn’t know we caught it early enough so I wouldn’t need chemo or radiation. I didn’t know just how awesome my friends and family are. I didn’t know that cancer would show me how to be grateful for the other things in my life.

I didn’t know I would eventually be able to tell others that it was just another day. No biggie.

Posted in Cancer, Character, Meaningful, Milestones | 8 Comments

Just a face in the crowd

Posted on July 31, 2012 by David

Nameless faces.

Do your customers come with name badges? How do you recognize them?

Better yet, do you call them by name? Or are they just another face in the crowd?

Recognizing your customer’s name is just as important as them recognizing your brand.

Posted in Brand, Brand Loyalty, Customers for Life, Recognition | 1 Comment

What does excellence look like?

Posted on July 30, 2012 by David

Do you keep it in a plastic bag?

Do you have a clear picture of what excellence looks like?

You practice it every day right? Yeah . . . I fall short too. Sometimes I fail miserably.

But the thing with excellence is you keep trying.

Shoot for perfection and you just might hit excellence.

Posted in Disney's Approach to Leadership Excellence, Excellence | 5 Comments