Dennis Snow

How Fast Are You?

A comment I often hear during customer service workshops is: "Customers have gotten so demanding. They expect too much!" I respectfully disagree. I believe that customer service in general has gotten so bad that most customers expect nothing, and even a nice smile or sincere...

Do Standards of Performance Stifle Creativity?

In one of my customer service workshops not long ago, I shared some of the practices I learned while working at Walt Disney World. A clearly agitated participant stood up during the question and answer segment. "I'm a university professor," he announced, "and I'd...

Make the Most of a Customer Conflict

I'm not what you'd call a confrontational person. I don't enjoy being involved in conflict, and I get uncomfortable when I see or hear others in conflict. I'm not sure why, it's just the way I am. But I also know that some of life's...

Will the Timing Ever Be Right?

Most of us have had an idea for a project that we're passionate about, only to be met with resistance in the form of, "The timing isn't right." The timing excuse might have to do with the economic situation, the labor market, competition, global...

The Difference Between Good Customer Service and GREAT Customer Service

I’m always looking for the subtleties that differentiate good customer service from great customer service. And the difference usually is subtle. This example highlights that difference. My son and his girlfriend were doing some grocery shopping, and one of the items on their list was...

Be Good FOR Your Customer

Have you ever come across a statement or a question that absolutely spun your head around, making you look at things in a brand new way? It happened to me yesterday. I was reading a blog post by outstanding customer service speaker and writer, Shep...

The Power of a Handwritten Note

Do little courtesies, like a handwritten note to a customer, really have an impact on customer loyalty? If the product is bad and the processes consistently poor, then the answer is likely to be no. In the long-term, small courtesies won’t make up for...

Customer Service Mandate?

How many times have you been told by a cable company, delivery service, or appliance repair company that they will be at your home sometime between 1PM and 4PM? And how many times have you waited, only to have the service person arrive later...

How to Provide Excellent Customer Service – 4 Tips For Employers to Improve Customer...

I came across the following blog post today. It offers good reminders to leaders who want to improve the level of customer service in their organizations. 1. Commit to High Standards and Communicate Them to Employees 2. Maintain Proper Employee Attitude 3. Keep Your Level…

Is Customer Loyalty Dead?

“Customer loyalty is dead. Customers care only about price.” I’m reading and hearing that statement a lot lately, and address it in my latest video blog. If you receive my blog via email, you may need to click here to view the video.

7 Ways to Make Your Customers Feel VALUED

Aren’t you tired of receiving sales and marketing letters that start with, “Dear Valued Customer…”? Most (all) of these letters go on to demonstrate that rather than being valued, you’re really a faceless, nameless entity in a long, long line of faceless and nameless...

It’s the Steak AND the Sizzle

What’s more important to a business’s success; the product (the steak)? or the delivery (the sizzle)? The problem with focusing strictly on the product is that you soon find yourself in a commodity environment, and remaining competitive eventually becomes all about price. That’s a hard...

The Best Career Advice I Ever Received

For me, college was a long, long time ago. And contrary to what we often tell our children as they head off to the world of higher education, it wasn’t the most enjoyable time of my life. Other than my freshman year, that is,...

Right Fit Talent at its Best

Why does JetBlue Airways like to hire flight attendants who are former New York City police officers and fire fighters? A recent Wall Street Journal article, “From the NYPD to JetBlue,” by Scott McCartney, provides a wonderful example of an organization that understands right...

The Frontline Equals the Bottom Line

In the spirit of full disclosure, this post is an update of a print article I wrote awhile back. But several experiences recently have made me want to post it in my blog. The Frontline Equals the Bottom Line Most of us have heard the…

Customer Service Wows – It’s About Consistency

Constantly being on the hunt for creating new and better customer service wows is an admirable quality for any organization. But it’s not about the quantity of customer service wows; success is more about consistency. This video describes what I mean.

Duct Tape and Customer Trust

After a customer service presentation I recently conducted, an attendee wrote to me about a situation that reminded her of my comments regarding attention to detail – “Everything Speaks,” – and how details can either build or erode customer trust. Here’s some of what...

Who Should Get Promoted?

Due to the recession, employee promotions have been few and far between for most organizations. But as things begin to turn, promotions will likely start making a comeback. And now is the time to be thinking about your company/division/department promotion strategy. Nothing communicates more quickly...

Storytelling and Leadership – Part 2

In one of last week’s blog posts, I discussed the important role storytelling plays in effective leadership (“Leadership and Storytelling”). I emphasized that stories provide the links that connect an organization’s employees to its history, its purpose, and its values. And that purposeful, well-told...

Dennis Snow Blog

When some friends and colleagues encouraged me to write my second book, Lessons From the Mouse, I was scared out of mind. What if it turned out that everything I knew had been written in my first book, Unleashing Excellence? What if it turned...

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