Are you making it difficult to do business with you?

by Rebecca Morgan, CSP, CMC on September 28, 2015

IMG_0926Rarely do businesses look at their processes with a fresh pair of eyes — a new customer’s eyes.

For example, I’m sure this city’s leaders and the downtown merchant association thought the answer to scarce parking was a 3-story garage. The merchants probably saw an increase in business for awhile, especially among locals.



Two tales at a sale

by Rebecca Morgan, CSP, CMC on September 14, 2015

Do your staff share similar attitudes toward customers? I was recently struck by two people working for the same organization in the same function but with opposite perspectives.



Manager unclear on concept of “customer experience”

by Rebecca Morgan, CSP, CMC on September 1, 2015

I was engaged to help a team increase their customer responsiveness when I heard this tale which happened soon after I took the assignment. The manager of the customer first contact area decided to close that area for 2 hours to have a 1-hour meeting with staff to discuss ways to improve service. During one meeting another staffer knocked at the conference room door. “Hey, there are a lot of customers waiting for service. Can a few of you come out and help?”



Unexpected gift delights new customer

by Rebecca Morgan, CSP, CMC on August 15, 2015

SmashBurgerThere was no signage touting “Free side order for new customers.” Nothing to suggest I’d get a gift.



Are your customers waiting needlessly?

by Rebecca Morgan, CSP, CMC on July 30, 2015

I had to sign some documents at a bank as Board Secretary of Together We Can Change the World. I called the bank officer and arranged to come in the next day. I called her on the appointed day to tell her I’d be there in 20 minutes. When I arrived, I had to wait 20 minutes for her to print the forms for me to sign.

My question: Why did she make me wait an extra 19 minutes? She could have had the 2 pages printed waiting for me to sign. It would have taken me less than one minute to sign them and be on my way.

Toward the end, she asked if I was interested in switching my personal accounts to her bank. I thought, “With this kind of inconsiderate service, there’s no way I’d switch.” But I politely said, “No thank you.”

Is your employees’ lack of consideration for your customers’ time costing you business?


Try vs make a decision

July 15, 2015

You’ve heard the old adage, “There is no such thing as trying; you either do it or you don’t.” I had a recent experience with this. Perhaps my lesson will be useful to you.

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Do you jump off the side or take the stairs?

June 30, 2015

Sometimes we have opportunities to examine who we are in a new context that is a metaphor for how we approach life. Recently I had such an opportunity to see if I was more likely to take an exciting path or a more mundane one.

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If you have the capability to delight your customers, why wouldn’t you?

June 20, 2015

Weeks before we arrived, I’d been communicating with the 5-star hotel’s liaison to ensure my group of 10 could get checked in as quickly as possible as we had to leave within 45 minutes of our arrival at the hotel. The last time we stayed there, we loved the accommodations, but check in seemed inordinately […]

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Surprise your customers with a wow experience

June 14, 2015

Arriving at the Singapore Airport, I saw a man with “Grand Hyatt” on his clipboard. I approached him, asking if they provided a shuttle. He said no, but he could arrange a town car. After confirming the price would be double that of a cab, I told him I’d just grab a taxi. He escorted […]

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The gift of water

June 5, 2015

One of the projects Together We Can Change the World supports is building wells in poor villages near Siem Reap, Cambodia. Each Spring, our group visits the new wells we’ve funded and we meet the families they serve.

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