Interesting blog stuff

Every once in a while, I go to the website of one of my competitors.    And I buy something.    Some people think that’s crazy. I think it’s market research!   There is no better way to see how one of your competitors treats their customers than by buying something from them.   And if […]

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Little Things Matter

I received a frantic voicemail. The caller wanted help with her jewelry business. Would I please call her back? Two minutes later, another message (same person) adding information and repeating that the she looked forward to my return call. I returned her call the same day. When she answered the phone, I said, “This is […]

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SALE FAIL

If you’re like me, you’re a creature of habit. And creatures of habit notice when things change. So it was when I went to a website where I’ve been ordering the same refill for my weekly calendar that I’ve ordered year after year. After year. What was different this time? The company’s website now required […]

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I did a leadership development program for a corporate client last week at Walt Disney World in Orlando, FL. What an amazing place! The training of the employees (known there as “Cast Members”) is sensational. They all have different roles and responsibilities, but one thing I saw consistently throughout the week was this: Everyone who […]

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In response to a suggestion I made to send hand-written thank-you notes with her orders, a jewelry maker told me about a website that will send electronic thank-you notes (and other kinds of notes) on your behalf. I thought she was joking. It’s a stunning example of depersonalizing something that can’t be replaced with a […]

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Wrinkles? No charge!

If you’ve been reading this blog, you know the only thing I like more than a good customer service story is a bad one. Most of the bad ones mentioned here happened to me, and now, for your reading pleasure, I submit the most recent incident, without the slightest embellishment: Last Friday, I took my […]

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Get Personal. Say Thanks.

With each order for an information product sent from my office, I hand write and send a thank-you note. I timed it. It takes 45 seconds for each one. How much does that personal note mean? In a world where the impersonal dominates, it means a lot. And it doesn’t take much to deliver that personal touch. Not […]

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It’s Really Me

A customer called me the other day, and I answered the phone. Although this is a relatively simple behavior, my customer was amazed.  “Is this really Dr. Weiman?” he asked. “It is!” I replied. “You seem surprised by that.” “I am,” he said. He went on to lament the fact that almost no one in […]

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Hi Touch, Low Tech

The number of electronic ways of connecting with other people seems to be exploding. That doesn’t mean those are the best ways of reaching people, though. High tech methods such as tweeting, updating your Facebook status and sending electronic greeting cards don’t make the same impact as direct, face-to-face interactions, phone calls and handwritten notes. […]

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