by Paul Rutter | Customer Experience, Customer Service
“Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you.” ~ Chip Bell Do you have a favorite restaurant? Most people do. If you were asked why it is your favorite restaurant, you might say it’s...
by Paul Rutter | Company Culture, Customer Experience, Customer Service
“If you don’t have time to do it right, when will you have the time to do it over?” ~ Coach John Wooden Growing up, my brother, sister and I all had “weekend chores” around the house we had to complete before we could go and play with our friends. It might be...
by Paul Rutter | Customer Experience, Customer Service
“It takes months to find a customer, and only seconds to lose one.” ~Unknown You may have seen the recent news article where sisters, who were flying home to see their very sick father, were kicked off a flight after a verbal confrontation with a flight attendant. It...
by Paul Rutter | Customer Experience, Customer Service, External Customer
“Be thankful for customers who complain. You still have the opportunity to make them happy.” ~ Unknown The customer is always right, right? That’s what we have continuously learned. Never argue with a customer. Do everything you can to make the customer happy. Don’t...
by Paul Rutter | Customer Experience, Customer Service, External Customer, Internal Customer
“Informed decision-making comes from a long tradition of guessing and then blaming others for inadequate results.” ~ Scott Adams, creator of “Dilbert” Why is it that some people can see a problem and make a decision on how to fix it in a matter of minutes, and others...
by Paul Rutter | Customer Experience, Customer Service, External Customer
“The customer’s perception is your reality” ~Kate Zabriskie In a recent post, we talked about perception versus reality, where we discussed customer service meeting customer expectations. Because this is such an important topic and so valuable to your bottom line, I...
