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08
May
Read MoreRed carpet – Part 2
Give your customers a moving experience.* Many thanks for your responses to Part 1. Your input really supercharges these everyday topics. Now for the chequered flag! Form guide I thanked Neil for his technical update. I then asked why my car was surging, gurgling and gasping if it wasn’t due to the things I described. Neil politely posited another Delphic insight: that I used standard unleaded fuel. Correct again.
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03
May
Read MoreRed carpet – Part 1
Service with a smile!* I’ve worked in and been a customer of the car industry. Over the years, I’ve found that positive experiences in this field are rare. So I had to report this one immediately, that we may distil its lessons for our own use. Ring in When I phoned my Ford dealer’s service department last week, I got Neil^. I said my Fiesta was due for its 10,000 km service. Neil politely begged to differ, saying that my model’s next scheduled service was 15,000 km. He added that he hated it when car places over serviced their customers. This certainly got my attention.
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22
Mar
Read MoreWhat did you call me?!
Who do you think we are? Customers. They’re our world. Without them, we’re nothing – and our business folds. Small wonder there’s so many names for these pivotal people. But are some terms better than others? Let’s see. Good Customer is nice and generic. You can’t really go wrong here.
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08
Mar
Read MoreFanging it (Part 3)
From someone old to something new. Thanks SO much for reading Parts 1 and 2. Yet again, your interest has transcended my wildest hopes. Now to our climax and conclusion. Tears for fears I believe all pain is bearable, if known to be of finite duration. Sue did me a favour by saying my ordeal would be sharp but short. I toughed it out and was astonished that she really was twice as fast as my old dentist.
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06
Mar
Read MoreFanging it (Part 2)
Into the jaws of Death. Into the mouth of Hell. So there she was, my new dentist. She had a kind, wise face that spoke experience. I offered my hand with relief. ‘Hi, Sue!’ She shook her head. ‘No; I’m Kath. Sue will be with us shortly. We’re in Surgery 2.’ Shock & awe The word ‘surgery’ rattled in my head as I entered and scanned the room. Each wall boasted signed paintings of decisive military engagements. Perhaps Sue was my kind of woman ... When she arrived, it was a shock.
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01
Mar
Read MoreFanging it – Part 1
How should we transfer a client? You know how twitchy I am about grocers. Imagine how I felt having to change dentist! This field report has lessons on how to transfer (or receive) a client, patient or customer. Goodbye Mr Chips I treasured my old dentist, as evidenced here and here. When he retired for good, I was bereft.
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