After working with hundreds of organizations, from front line employees to CEOs, I have observed that the ability and willingness to turn Customer ‘complaints’ into ‘complements’ is an endless cycle, and it’s a good thing: it’s the only way for a company, in today’s global economy to survive. CEOs hate variance. It’s the enemy.

Variance in Customer service is bad.

Don't make your Customer sad

Don’t make your Customer sad

Stamping out variance makes a complex job less complex.

So let’s get everyone to provide ‘meaningful memories’ to their Customers.

Let’s create better relationship.

Let’s be passionate.

Sometimes, it may seem that new problems crop up as fast as you solve the old ones (sometimes faster!), but that just means that you’re moving — that you’re getting better and stronger. Anyone who wants to compete with us has to learn the same things, so problems are just mile markers. Each one you pass means you’ve gotten better. You didn’t get to be the biggest by not being the best.

Yet no matter how much better you get, you’ll always have hard work to do, you’ll never be done. Competition demands you stay alert and attuned to your Customer. Shift Happens and we all have to deal with it.

That may seem negative, but it’s not: you’ll do your best to “get it right,” and then do it again when you find out that things have changed. That is the cycle of growth, and like it or not, that cycle won’t stop.

It’s hard… but if you weren’t doing something hard, then you’d have no business and more importantly you would not have a job. The only reason you aren’t swamped by your competition is because what you do is hard, and you do it better than anyone else. If it ever gets too easy, then start looking for a tidal wave of competition to wash you away.

Sure, people have done parts of what you’ve done before, but what you’ve learned over the years at YOUR COMPANY is that it’s the little details that are vital. Little things make big things happen. And that’s where you are breaking new ground.

This is what Customers pay you for…to sweat all these details so it’s easy and pleasant for them to use your products.

Developing complaint-resolution skills is a partnership, and I for one applaud you for stepping up and taking on this very important responsibility.

Customer CARE is just like D-A-T-I-N-G.

The objective of both is to get the second date.

Join me for a Customer Service workshop and learn, first hand, how to create better Customer Relationships.



  • Know your product or serviceSlide006
  • Learn Your Customers’ Business
  • Stay in contact with your Customer regularly
  • Give Attention to detail
  • Provide meaningful information
  • Follow through after the sale
  • Make them know they’re the most important Customer you have!

We create value