Articles on: Customer Service

Is Follow-Through a Lost Art?

Consistent. Intentional. Deliberate follow-through.  Is it better in some industries and missing in others?  Have you noticed a shift?  Is it impacting you or your company? One of our Aspire clients is convinced they could succeed in just about any business by consistently executing one simple action:  Follow-through.  It’s not meant to be a boastful […]

How to Recover from a Mistake

Mistakes.  We all make them.  Even the most disciplined and well-oiled businesses make mistakes.  Clear procedures and policies reduce the frequency, but even the best companies make mistakes.  You can’t be perfect, so it’s the steps you take when the mistake is identified that matters, especially in our connected world where one mistake can be […]

Smiles are Free – What’s Your Team Doing?

Great Customer Service (or the lack of) has always intrigued me.  How some companies simply get it and others can’t see the forest for the trees when it comes to this critical attribute for business success. One of the things that baffles me the most around the topic of customer service is the vast majority […]

Can you find the Good in being bad?

A business owner recently shared they had surveyed their customers for the first time ever and so far the feedback had been terrible. Almost none of their responses had come back complimentary.   Consequently, the leadership team was really down on themselves over some of the comments and criticisms about the company.  Overall the survey results […]

Survey Says? (Why your business should be asking)

Family Feud is one of the longest running games shows in history.  From its start in 1976 with Richard Dawson as the emcee to current funny man Steve Harvey, fans of the show are entertained (and sometimes shocked!) by what comes out of contestant’s mouths when they are asked to give & match answers to […]

What Do Your Customers Really Think?

We talk to business owners a lot about how their business is doing – and most of the time that conversation centers around revenue or profitability. And while that’s great…your financial metrics are important but they really don’t tell the whole story. It’s possible (and actually fairly common) to have good financial metrics and have […]