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When I was 18, running my commercial-laundry business, Customer Care was priority #1-10.
Once we grew enough to hire customer care reps, I realized thru bad reviews that something was wrong.
I thought our new reps learned enough about customer care through osmosis.
Once we grew enough to hire customer care reps, I realized thru bad reviews that something was wrong.
I thought our new reps learned enough about customer care through osmosis.
Seems obvious to me now, but was new to me then: Thorough, intentional, and deliberate infusion of culture, values, and process is a *must*.
I went on a hunt to develop the most thorough approach to Customer Care on the market. I called it: The Customer Care Bible.
I went on a hunt to develop the most thorough approach to Customer Care on the market. I called it: The Customer Care Bible.
For me, R&D didn't mean 'Research & Development'.
It meant 'Ripoff & Duplicate'.
It meant 'Ripoff & Duplicate'.
I called in to my local Apple store religiously. I loved their warmth, empathy, and guided experience.
I called over, and over, and over.
Each time with a different opening: an issue, a question, a complaint.
And I wrote down the numerous 'pathways' their staff had.
I called over, and over, and over.
Each time with a different opening: an issue, a question, a complaint.
And I wrote down the numerous 'pathways' their staff had.
I also called other companies whose Service or Sales I had grown to like.
I don't remember many of them now, but one stand-out was LegalZoom.
I borrowed quite a bit from their approach to Sales. They had a classic Sales ethos that I thought was very effective.
I don't remember many of them now, but one stand-out was LegalZoom.
I borrowed quite a bit from their approach to Sales. They had a classic Sales ethos that I thought was very effective.