A Radical Idea: Try Listening to Your Customers

Sometimes the best way to find out what a customer wants is to give them the chance to tell you. I was very struck today by an article in a local London paper, the Islington Tribune, on the special customer service award given to a local corner shop. The article...

Sinclair Beecham on his people philosophy

Pret a Manger co-founder Sinclair Beecham weighs in on the care behind the customer service. I am a huge fan of Pret a Manger, the UK-based sandwich chain. It’s a combination of the enthusiasm and friendliness of their people with the quality of the product and...

Get Your People to Walk in Their Customer’s Shoes

When it comes to great customer service, empathy is the best tool in its delivery. Last week I was speaking at the annual conference of the Service Desk Institute. It was a fantastic event, with a real sense of the passion and pride of people providing help desk...

Is Your Company an Ostrich or a Fox?

Customer service does not end at the checkout. When it comes to feedback are you proactive, or is your head buried in the sand? Last year my daughter went to a special American Apparel sale, which was overrun with eager shoppers. They had to close and, when the police...