How do you REALLY feel about your customers?

August 12, 2011 / Dr. David A. Weiman / Customer Service, Leadership Blog

I got a hilarious letter from a bank in the mail yesterday. It was an update on how proud they were about recently emerging from bad financial trouble and how thrilled they were to no longer need government assistance. The very LAST sentence in the letter was, “Finally, we want to thank our clients. We […]

Randomly Call Customers — You’ll Be Amazed At What You Learn

May 21, 2008 / Dr. David A. Weiman / Customer Service, Leadership Blog, Leading Others

A few weeks ago, I reserved five weekends at a small beach hotel where I stayed 10 times last summer. As a returning “client,” I expected to be treated well. But a new manager took over this season, and she must have been trained in the Attila the Hun School of Customer Service. First, she […]