For as long as I have been involved in this industry the parts department has been in the “parts number business” not the “parts business.” We have become a parts processing factory not a parts sales and service group.
And our parts […]
As we get deeper into the year and prepare for the busy season it might be worthwhile to revisit what impressions we are leaving with our customers.
We are all consumers and have our good and bad stories to tell – but the reality is, we always remember […]
I think it’s amazing that the world is awash in customer service theories and programs.
You see, I believe we the customers should be the ones dictating the terms of the services we want to receive. I know that sounds awfully strong, maybe even arrogant and demanding, […]
During the summertime it is sometimes hard to get the attention of those hard working men and women serving your customers. Holidays are starting, children are out of school, and there are more challenges keeping up with the family and home life – and coinciding with all that, it’s typically […]
In the world of customer service, we seem to be saying one thing and doing something different. We don’t walk our talk. But we are not alone as a group of service providers who are interested in what our customers need and want. This has […]
One of the amazing features of the American economy is the number of unpaid employees that are at work in so many companies. Think about it a moment. You and I work for the oil and gas companies, the banks, the hotel industry, the airlines, the leisure industry, the grocery industry […]
As many of you know by now I hate the word motivation. I believe however, that we can demotivate rather easily. My first column for this magazine back in 2001 was titled “Who Are Your Heroes?” which identified the people on the front line serving your customers as the critical element […]
