The ultimate value dimension

The ultimate in UP! Your Service is giving each customer what they want, exactly when and how they want it. This special level of one-to-one service matches every customer value dimension and features these seven characteristics: 1. You treat each … Read More

Benchmarking Inside and Out

Benchmarking means comparing yourself with – and learning from – the very best in any field or endeavor. We recommend you benchmark service leaders from your own industry and other industries as well. What do you want to do better? … Read More

Make the Shift from ‘Me’ To ‘We’

The most listened-to radio station in the world is WIIFM, which stands for “What’s in it for me?” Some people throw this question like a trump card: answer with enough for me and you win my cooperation, but if I … Read More

What matters more? What you do, or how they feel?

“See the world from your customers’ point of view” is a catchy and familiar phrase, but not always easy to accomplish. The world view of any other person is influenced by his or her past experiences, current concerns, future hopes … Read More

Want better service? Be a better customer!

When you give a great service, customers appreciate you more. When you give bad service, customers can be a pain in the neck. The other view is also true. When you are an appreciative and considerate customer, service providers will … Read More