EVENT – Old Fashioned Customer Service And Engagement In A Very Modern WorldWhether you’re a business owner, middle management or a customer facing shop assistant; engaging with your prospects, customers or service users is absolutely vital and now is integral with providing the best customer service that you can. This interactive talk, yes you will have to give some input too, should leave you pepped up to go and engage with your customers in a meaningful and...
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Your Opinion Counts

Your Opinion CountsOn Saturday just gone we were taking a trip out down to Suffolk and on route popped into Focus DIY to pick up a can of wood stain to finish off the spring clean of our garden furniture. Probably excessive info but hey just setting the scene. So we went to go through the till and there as a bit of a queue and so as one does my eyes were wondering and I spotted a ‘comments’ box on the...
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Why am I chasing you?

Have you ever found yourself seemingly chasing someone or a firm in order for you to give them your business? I know I have. On more than one occasion I’ve done research and contacted a company either by email or by phone and perhaps been promised a call back or received a email delivery notification and then I hear nothing. So I call again or write a reminder. I’m a patient guy, a...
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Engaging with your audience

A little story to start with.. 3 years ago an electrician was fitting safety devices in kitchens. The biggest complaint from kitchen owners was the length of time it took to install and thus the bill was higher and downtime longer. He thought he could solve that problem. Then of course maybe fitters would be unhappy about having to charge less and so he asked his peers, other fitters, what if any...
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You don’t deserve my custom

You don’t deserve my customSo I was on my way to Cambridge to record a radio interview about engagement and popped into ASDA to grab a sandwich on route (yeah yeah I know but it was quick and easy). Having chosen my selection I turn to the checkout, you know the one with the ciggies behind the counter. There were 3 assistants and I could see that 2 were predisposed seeing to some problem with the lottery machine. The third...
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How to write a letter of complaintMost of my working life I’ve been involved in some sort of front line customer service role.  This of course involves dealing with the ups of praiseworthy customers and the downs of complaining ones (very rarely these days I have to say). There are 2 types of complaining customers. Those whose complaint is genuine and those that it is not. Often the latter will use aggression, anger,...
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