On this Memorial Day holiday, as you enjoy a summer day with your family and friends, please take a moment to remember those who died with honor, those who have served, and those who continue to serve around the world. We salute them and their families.

Written by Micah Solomon – co-author (with Leonardo Inghilleri) of “Exceptional Service, Exceptional Profit: The Secrets of Building a Five Star Customer Service Organization”

A future benefactor of your business, whether a future customer, lender, star employee, or other benefactor, may first see your business in another role. A future customer might now be a vendor; your future financial savior may now have his hand out.

The most astonishing example I know of is the case of pharmaceutical heiress Ruth Lilly and her nine-figure bequest to Poetry magazine. As the New York Times described in her obituary, Lilly was “an aspiring poet for much of her life whose work had been declined for publication by the magazine”–nicely. “Ms. Lilly was reportedly moved by the encouraging rejection letters she had received.”

Apparently very moved. Toward the end of her life she endowed the tiny magazine (staff members: four; circulation: 12,000) with $100 million from her fortune as the last surviving great-grandchild of pharmaceutical magnate Eli Lily.

Think on your own business dealings. I’ll bet you have similar examples, likely not as dramatic, but possibly just as important to the health of your own business. There are a lot of sheep in wolves’ clothing, and vice versa, in this world. This is one reason to not screen your phone calls. To give your personal email address to anyone who asks for it. And to always, always be a gracious loser. Ultimately, folks will remember how graciously you came in second all those times, and call you when their first choice proves to be less than they’d imagined.

“Exceptional Service, Exceptional Profit: The Secrets of Building a Five Star Customer Service Organization.” The book is being launched TODAY – MAY 19, 2010. You can find out how to get $1,000s in electronic bonus gifts when you purchase it at www.micahsolomon.com/booklaunch

Our guest blogger today is JoAnna Brandi, known as the Customer Care Lady. She’s also been called the “high priestess” of Customer Care. Joanna has been in business since 1990 helping to create positive customer-caring companies that thrive, where the employees are motivated, the customers are loyal, and the competitors are nervous. She is certified in Neuro Linguistics and The Art of Empowerment. She’s also studied Applied Creative Thinking and Positive Psychology. If you are a champion of exceptional customer service, this is a must-read.

I was traveling all last week and I’ve got to tell you I’m still shaking my head. When I think about all the opportunities companies have to make impressions and how, in some cases, they do so badly, it makes me want to take to the road with a checklist to see how bad service really is. (I do dream someday of making a movie about it – but that’s another story.)

Now, I know I won’t take out my checklist because I know we get more of what we focus on and I certainly have seen more than enough poor service, but I’m wondering if last week was a fluke or if E.D.S (Empathy Deficiency Syndrome) is becoming rampant again.

It began on a US Air Flight when two (not one but two) flight attendants seemed really put out when they had to reseat me because I’m allergic to cats and many kinds of dogs. They had me seated in a row where there was one of each and I was apparently holding up the plane when I asked to move. A wonderful gentleman in the row in front of me offered to switch, but come on, the kitty was still under the seat, so I had to explain that I was looking for a little bit more distance from the dander and I would be happy to wait while they located a seat a suitable distance away.

At a time like this when customers are watching – carefully – and making decisions based on price AND on how they feel about the experience, can anyone afford to have customers say to themselves, “Never again”?

With great flourish, many sighs and an admonishment for holding up the plane, an attendant found some kind person in a middle seat who finally agreed to switch. Feeling just a tad embarrassed I moved forward to claim my new seat only to be confronted by one of the flight attendants who was headed to the back of the plane as I was trying to move forward. It was comical. At that point my good nature had dissolved and I stood my ground until she backed up and let me have my new seat.

more…

Complaints are, as Martha Stewart would say, “ a good thing,” even though it certainly doesn’t feel good to hear them. A 2009 study by British research firm BDO Stoy Hayward revealed that due to current economic conditions, customers are more sensitive than ever to service issues, even “hypersensitive.” Seventy-four percent will leave without buying anything if they perceive poor customer service. Your complainer is actually a gift, telling you about something that in all likelihood is affecting your other customers. When customers take the time to complain, it means they care enough to do so.

Though it can be uncomfortable to be on the receiving end of an angry tirade, it can give you some useful information. The key to getting value out of a complaint is to not take it personally.  The customer is angry with the company, not with you personally. And even if it’s you she’s complaining about, it’s helpful to understand the customer’s perception.

When you receive a complaint:

Thank the customer for complaining. “Thank you so much for telling me what happened. Please tell me more. I want to be sure to understand what went wrong.”

Follow up with the customer. Document the complaint and figure out what can be done to change procedures or policies so that others won’t experience the same problem. Then call the complaining customer and tell them what your company has decided to do to make the situation less likely to occur in the future.

Have service recovery tools and know how to use them. When things go wrong, what customers most want is a genuine apology and someone to listen to them. Ask, “What can we do to set this right for you?” Often the customer simply wants to feel like he’s being treated fairly.

Add a “litte extra” like a gas card or a restaurant gift certificate to compensate for any inconvenience. It’s a tangible way to express your appreciation for sticking with you, even when things aren’t completely perfect. Offer the gift saying, “I’m so sorry this happened. It isn’t how we usually do things around here. Please accept this as a token of our apology.”

Skillfully managing a complaint gives you the chance to show the customer who you are – a problem-solving service professional who cares. It’s often after a complaint is handled brilliantly that customers become raving fans. Knowing this, you can see the potential of a happy patron at the onset of a customer meltdown.

What do you think? Can you think of a time recently when you managed a customer complaint? What could you have done to turn that complaint into a gift?

written by Lori Jo Vest and Marilyn Suttle on www.whosyourgladys.com/blog

Over the last few weeks, I’ve been thinking a lot about the importance of customer service. Is it really important? To whom is it important? Do employees at all levels – from the coffee counter to the C-level executive suites – really understand what customer service is? Based on some *interesting* experiences I’ve had with businesses large and small over the last few weeks, I have my doubts.  I tend to love case studies for their credibility, so I thought I’d share the Portakabin story:

Case Study – Importance of Customer Service

The analysis of Portakabin’s customer service approach would be very useful for anyone in business to read. Pay particular attention to the distinction between the internal and external customers.

“Who’s Your Gladys?” is full of case studies, from real companies who truly “get” the value of customer service. From international airline Singapore Airlines to Preston Wynne Spas, a high-end spa operation in California, business leaders and front-line staff shared their secrets of keeping customers happy.

I espouse that customer service IS important. I’d even say it’s very very important. During challenging economic times, creating and maintaining strong customer relationships – at every level in your company – is critical to success.

What do you think? Do you and your coworkers or employees understand the importance of customer service? What could you do to reinforce its importance to your team?

written by Lori Jo Vest for www.whosyourgladys.com