You know I couldn’t let it pass without at least mentioning it. Back in 1992, President George H. W. Bush designated the first full week of each October as National Customer Service Week ™ to: recognize the contributions of customer service professionals reinforce the message that customer service is essential to profitability I’m a big… Continue reading
Love a good story? I do – especially when it demonstrates a shareworthy service principle. I recently came across an article on the mental_floss site that presented 11 of the greatest customer service stories ever. I’ve chosen three of my favorites and summarized them below. If you need a quick break and want to smile,… Continue reading
Retaining clients is much easier than winning new ones. (Not a news flash, Victoria.) Honestly, I realize you already know this. It’s an important concept, though, so it bears repeating! In an earlier post, I shared a formula to help you calculate how much an existing client is worth to your business. Using the formula,… Continue reading
Everybody has them – those nagging, pushy or just plain annoying clients who: demand a ton of attention; grate on your last nerve; are the toughest to please. Even when you bend over backwards to meet their expectations, it seems they’re the ones who complain the most. What can you do? You could try meditating… Continue reading
Not a fortune teller? That’s okay! Just peer into Haley Marketing’s crystal ball and I’ll show you what’s hot in customer service for 2014: Customers will become more vocal than ever. The massive increase in social media participation (especially on mobile devices) has made it easier than ever for clients to immediately share their experiences… Continue reading
My daughter, Lauren, and I are huge fans of the band Muse (that’s the lead singer, Matt Bellamy, in the photo). Really, really big fans. Not surprisingly, she asked me for a t-shirt from the band’s official website for Christmas. I was a little hesitant to order something from overseas; but since it was early November… Continue reading
Great customer service starts with two types of knowledge: Knowing what to do. Knowing what NOT to do. Most of what I write focuses on the “Do’s”: 10 Tips for Creating Customer Service Rock Stars How to Create the “Wow” Factor in Customer Service How to Measure Staffing Customer Satisfaction But, it’s equally important to… Continue reading
“Hey, I got a candy bar!” “I got a rock.” Which sentence best describes how your clients feel after working with your staffing firm? Customer experience is one of the most critical factors in generating repeat business. If you need proof, consider these downright spooky CX statistics from a study by Oracle: 70% of shoppers… Continue reading
Think your customer service process starts when a client calls in a job order? If so, you may be missing out on early (yet critical) opportunities to deliver a great service experience – and create a great first impression with every client. I recently read a great post by Colin Shaw, CEO of Beyond Philosophy… Continue reading
Sometimes, we at Haley Marketing have really great ideas. Sometimes, we learn about others’ great ideas – and then have to share them! I recently read a great guest post by Greg Meyer on how to become a WOW-maker. I know the title sounds a bit suspect, but Greg’s ideas certainly aren’t. In fact, he… Continue reading
No waxing philosophical today or customer service how-tos. Today’s post is all about fun! I did a little digging online and found these, just for you: Best (or Worst) Excuses Staffing Employees Give for Not Coming to Work From Brenda Long, Director of Marketing for Avionte: Brenda asked her staffing software clients for a few… Continue reading
Ever tear into a birthday present as a kid – fully expecting a great new toy – only to find a lame old pair of socks (or even worse – underwear) instead? There are lots of words to describe how you might have felt – disappointed, unimpressed, frustrated. “Underwhelmed” is my personal favorite. But whatever… Continue reading
Decades ago, Burger King coined the phrase: “Have it your way.” [youtube http://www.youtube.com/watch?v=CJMsFGH4eoQ&w=420&h=315] It was a great concept for the fast-food chain then. And, cheesy 70’s vibe aside, it’s a great concept for customer service today. Why? Like great burgers, great customer service should be personalized. So give your staffing clients options that serve them… Continue reading
In the staffing industry, customer relationships can take years to build – and just seconds to ruin. Think about it – haven’t you, at one point or another, been completely turned off by something a sales or service person has said to you? I can certainly think of a few phrases that have irked me… Continue reading
Simple: They want you to occasionally bend the rules to deliver truly shareworthy service! Most of us realize this intuitively, but a great article on Forbes.com called “What Customers Want: Companies That Bend the Rules” really put the concept into perspective for me. Here are a few key takeaway points from the full article: Great… Continue reading
A few months back, I wrote a post about why great internal customer service is so important. If you missed it, follow this link so you can get the 101 before reading this post (I linked the first post back to this one, so I promise you won’t get lost in cyberspace). Understanding why internal… Continue reading
