You’re right Adam. You might not be able to quantify the direct ROI of those small touches. But most cost very little and have a fairly obvious positive result.

Thanks for stopping by!

Small, personal, touches may not seem great at Return On Investment but can give a boost of confidence in many customers for a small initial outlay 🙂

Glad you dropped by, Sarah, and found it of value:) Cheers! Kaarina

CONGRATULATIONS! Oh my goodness Kim, I couldn’t be happier for you. I don’t know how I missed that over at Lori’s site, so I’m glad you mentioned it here. What a wonderful piece of news. I’m smiling ear to ear.

You can be late to the party any time Kim: I’m always just so happy to see you. And I couldn’t agree more: good customer service is what keeps us coming back for more.

I hope your family is all well and healthy now, and I’m sure with your good news, everyone there is smiling brightly. Hugs and kisses to you, my soul-sister friend. Cheers! Kaarina

Lola, your last sentence speaks volumes when you say you dedicate your heart to it. Good for you! Even when times are challenging, it’s important that we be the best we can be, and provide excellent service, even to the most difficult customers.

Keep smiling: keep professional. We need people like you in business. Cheers! Kaarina

Hi,
Thanks for replying. I agree on you also on this. Most employers would just let the employees to handle such customers. It is our job, it is challenging but sometimes annoying and an instance I just kept cool. It is sad the customers don’t experienced this ( most people) they tend to neglect the persons they are complaining are humans. But even so, I just smiled whenever I could, help them in a friendly and professional way.
Thanks so much Ms. Kaarina!
I do love my job, I dedicate my heart to it.

Best Regards,
Lola

Customer experience is definitely something that we couldn’t sneeze at. It is something that always make us come back for more.

Like for me, there is a huge difference between an ob-gyne that gives you her cellphone number for whatever concerns you might have and one that asks you to contact her receptionist if you have any questions.

I am really glad that you got a very positive experience with your root canal procedure, Kaarina. I know how you have been suffering because of that. To have that problem resolved wonderfully is a blessing indeed. 🙂

I know I am late to your party, but I have nothing but warm wishes for you. Hope you are doing well and hope to talk to you soon. I may have blurted out a piece of news to Bill on Lori’s site and I don’t want you to be the last to know. (Ssshhh, don’t tell anyone yet, but I am pregnant!)

Hugs and kisses to you, Kaarina, and to you, too, Adam, for having her over. 🙂

If you can put a positive spin on a root canal, then they must be doing something right, huh?

Yes, Lola, sometimes it’s challenging to deal with “difficult” customers. When someone has a complaint, I think it’s often helpful to ask them “What can I do to resolve your problem?” Most of the time, that eases the tension…and funny enough, people usually ask for far less than you were willing to give in order to solve their problem.

The real problem is that employers often don’t empower their employees: they don’t give them sufficient authority to solve a customer’s problem. I like the Nordstrom’s policy: “Always exercise best judgement”.

Keep that smile on your face and remember…it’s our job, in business, to listen effectively, remove any “yes but” objections and work to resolve a customer’s problem to their satisfaction, as best we can. Cheers! Kaarina