One of the major factors that consumers / clients are facing lately is a rise in complacency. The dictionary states that Complacency is: a feeling of quite pleasure or security, often while unaware of some potential danger, defect or the like; self-satisfaction or smug satisfaction with an existing situation or condition. This unfortunately is what…

“We appreciate your feedback as your views are very important to us and we take them seriously. All feedback will be passed on to the relevant departments to be discussed.” WHAT A LOAD OF HOGWASH! Today it appears the customer seems to be getting in the way of how a business would like to do…

There seems to be a rising trend not only here in Australia but around many countries mainly within larger organisations. That trend is the rise of “Pseudo Service”. What is Pseudo Service? Simply put, it’s the art of getting customers to think that you care about them and you add “service” but in reality, they…

  “We care about our customers” “Our customers are the reason we are in business” “Nothing is too hard for us” “Our customers come first” “If there is anything we can do for you.. just ask” Blah, blah, blah! Gone are the days where a fancy and catchy slogan will ensure you will get away…

Keeping customers happy is one thing… getting them to return and stay loyal is a totally different strategy. It is one that must be deliberate and constantly assessed. Ensuring that we have a nurturing process within our customer service program will see your customers return. Loyalty cannot be taken for granted these days. It has…

Recently I was contacted to arrange a time to have a meeting with the Head Office of a Retail Chain. They were wanting to talk to me about how we could provide sales training for their frontline managers. The meeting went well, and we arranged all the necessary times for the training. At the end…