by James D. Feldman, CSP | Jul 2, 2013 | Change Management, Customer Service, Innovative Problem Solving, LESSONS
Loyalty programs are under a microscope these days. Customer service is what makes one company successful and others distressed. We all see the changes in how we are treated. Calls are outsourced to Asia. Staff is reduced. Hours of operation cut. Customers return...
by James D. Feldman, CSP | Jun 24, 2013 | Change Management, Customer Service, Innovative Problem Solving, LESSONS
This is simply not true. Clients pay you for your services or products. They do not call others to tell them what you did for them. If they are happy they continue to do business with you…if not they move on. Listen to them. Learn to see the invisible opportunities...
by James D. Feldman, CSP | Jun 24, 2013 | Change Management, Customer Service, Innovative Problem Solving, LESSONS
Ben Hogan, golf legend, said his success was based on Three P’s I. Practice II. Persistence III. Perseverance By doing all three he figured out how to perfect his golf swing. Do you think he could win over Tiger Woods? I think not. Tiger Woods perfected Hogan’s...
by James D. Feldman, CSP | Jun 10, 2013 | Change Management, Customer Service, Innovative Problem Solving, LESSONS
Myth #4 “When times are tough go back to basics” Innovation is not an invention. However all inventions are innovations. Innovations include objects and substances, but processes, strategies, methods, and ways of doing things. Innovations are how we make money...
by James D. Feldman, CSP | Jun 2, 2013 | Customer Service, Food, Food & Drink, Innovative Problem Solving, LESSONS
Myth #3 “I need all the business I can get.” As I said before choosing a client is a powerful tool that shapes your business. My first client was Toyota. Toyota is still a client 25 years later. They built my business. They educated me. I delivered more than I...