Jeremy Watkin

Monday Motivation: Laughter Is Ten Times More Powerful Than Screaming

In my house we are definitely in the Disney era. Every time we introduce a new movie, we watch it many, many times...

In Customer Service, It’s Not What You Say. It’s The Way You Say It.

A friend of mine was sharing his disdain for a local sandwich shop today and it totally reminded me of a particularly hilarious incident...

Lay Down Thy Devices And Communicate Better

I've been thinking a lot about multitasking since reading a blog post by Jeff Toister entitled "Why Multitasking Hurts Customer Service." For the...

Absolutely Awesome Alternatives To Saying NO To Your Customers

By now we've set some ground rules on this blog, none more important than avoiding the word NO at all costs when working with...

Chick-fil-a: A Customer Experience Oasis

Still being somewhat new to this adventure called parenting, my wife and I recently made a critical discovery. On long road trips with...

Customer Experience Lessons From Two Auto Parts Stores- Part 2

In part one of this post, I shared a poor experience at an auto parts store last week and ended saying I would tell...

Customer Experience Lessons From Two Auto Parts Stores- Part 1

One nice thing about having an old car is that it gives me no shortage of customer service experiences to write about. On...

Unexpected Upgrades

I have received two noteworthy upgrades in my life. The first was a couple years ago when my wife and I were returning...

The Sofia Rule Is Harder Than It Looks

I thought Jenny's post on The Sofia Rule yesterday was absolutely fantastic. It is a great piece of advice to picture cute little...

8 Strategies For Building Long-Term Relationships With Your Customers

In a recent post, I shared "9 Obstacles For Building Long-Term Customer Relationships" from a recent presentation I made to a group of MBA...

5 Star Customer Service From Souplantation

For those of you out there with little kids, Souplantation (aka Sweet Tomatoes) is an amazing place to take them for dinner. Left...

Think Of Me When You Experience Awesome Customer Service

I had a rather eye-opening experience yesterday. I make it very clear on my social networks that I love awesome customer service stories...

To Err Is Human…

A few days ago, I was reflecting on an experience with customer service and decided to twist an old saying: To Err is Human. ...

Obstacles To Building Long-Term Relationships With Your Customers

I recently had the privilege of presenting to a group of MBA students in a marketing class about ways companies can build long-term relationships...

Great Customer Service Pros Come From All Different Places

At our office we have been talking quite a bit about the unique abilities and strengths of our customer service team using StrengthsFinder. ...

Monday Motivation: Choose To Be Awesome

As a father of young children I am finding that I often wake up on Monday feeling the need to recover from the weekend....

What’s In A Name?

Mechanics have always been a bit of a sore subject for me. There don't seem to be many that instill the confidence in...

Reframing Our View Of Our Super Customers

Phew! What a day. I have spent more time talking to customers today than I have in a while. I rarely talk...

A Little Tiramisu Can Sweeten Any Customer Experience

My wife recently had a birthday and thus chose Il Fornaio on Coronado Island as our destination to celebrate. We like the food...

Internal Customer Service: Don’t Forget About The Folks Behind The Scenes

Sending emails to my team is often a dicey proposition. Most emails are met with little or no response, leaving me insecure as...

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