Tag Archives: customer service
Did You Save Room For Dessert?
Posted on 26. Feb, 2010 by Geoff.
Amazing…the impact that momentum, status quo and “that’s how we’ve always done it” can have at eroding sales and growth in an organization.
Almost every server at every restaurant I’ve ever been to in any country/state asks, toward the end of the meal, “Did you save room for dessert today?” The creative ones mix up the [...]
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Does Great Customer Service Matter Anymore?
Posted on 28. Apr, 2009 by Geoff Wasserman.
Yes…and no. Depends which decision you’re considering. It’s a tiebreaker for retention, but a lazy, unbelievable acquisition strategy. (And I mean “no one really believes you”, not remarkable!).
Businesses want to find new customers and keep & grow current ones. Churches want to reach new people and grow the people they already have responsibility to steward. [...]
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Do you React or Respond to Competition? $10 Haircuts Might Kill You
Posted on 23. Feb, 2009 by Geoff Wasserman.
Found an old story I’ve used at marketing workshops in the past, to illustrate a point. In today’s economy, it has never been more relevant, and worth the read:
Imagine your business is a 30-year old barbershop in the heart of downtown in a small town. You’ve become “like family” with most of the town, and [...]
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The Wiggles: Would you do business with you?
Posted on 13. Dec, 2008 by Geoff Wasserman.
My 7-year old was taught (me too, apparently) by The Wiggles last week an annoying but memorable (and applicable) truth: When in doubt, before you shout, “Stop. Think. Breathe.”
As a business leader, before you call for more customers, ask yourself: “What’s not exceptional about our customer experience”? People expect the expected. What’s unexpected? What does [...]
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Setting The Table: What restaurants can do in a slow economy to grow
Posted on 12. Dec, 2008 by Geoff Wasserman.
Had lunch with a friend, Glenn (Thompson), General Manager of the Commerce Club, a private dining club in our city. Before executing all the tasks a waiter is expected to do, his server said: “Mr. Wasserman, do you prefer a white or black linen napkin”?
Here’s what he really said: “You’re important to me. You matter. [...]
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