Category Archives: Customer service

How to recover from a major mistake

Have you ever made a cringe worthy mistake? One that ruins not just your day but the week or weeks following? One where you can’t stop obsessing about your failings? Yes? You’re not alone.

I made a big mistake last year. A mistake that I was so embarrassed about I couldn’t talk about it to anyone except my husband and one friend. I had a huge amount of shame around my blunder. But with time, distance and overcoming my gaffe I’m now ready to talk about it and share the lessons learned. Continue reading “How to recover from a major mistake” »

I’m sorry you feel that way

disagreementI am a bit of a business related reality show junkie. My favorite shows are Shark Tank and The Profit. The Profit is a show where Marcus Lemonis, Chairman and CEO of Camping World and Good Sam Enterprises, rescues struggling businesses by investing in them for a share of the company. He then takes over and works his magic to turn the companies around and make a profit. Continue reading “I’m sorry you feel that way” »

What a name tag backing has to do with customer service

I peeled off my name tag and crumpled up the backing. Riley noticed the paper in my hand and asked if she could throw it away.  Such a small thing, but her attention to detail left an impression on me. Continue reading “What a name tag backing has to do with customer service” »

A fun way to stand out from the crowd

MP900309183[1]There is nothing better than getting a handwritten card in the mail. It’s the first piece of mail I open and it’s usually the last item I recycle. In fact, I usually hold onto hand scribed notes for at least a few days, and every time I see the card I think of the person who sent it to me.

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Dealing with rude, unhelpful service people

MP900285144[1]What is your boiling point? Are you one of those people who are able to stay patiently pleasant even when faced with rudeness and unhelpfulness? Or, when dealing with maddening situations do you find it easy to lose your cool?

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The etiquette for a shoe free home

shoes offIt seems more and more households are going shoe free. So, it was timely when I received an email from a Clise Etiquette newsletter reader who asked me about the etiquette of asking people to remove their shoes in your home. A general contractor, he also queried whether he should offer to take his shoes off and/or put on shoe covers when entering someone’s home when on duty.

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A customer service lesson

poor customer service (print and web)My husband and I recently experienced a negative customer service situation with an office supply store near our house. Thankfully, in the end we had a positive experience.

I won’t go into great detail, but basically we needed to exchange a broken monitor holder that my husband had given me for Christmas.

Continue reading “A customer service lesson” »

The sweetest sound

embarrasmentAre you good at remembering names? If you answered no, you’re not alone. Whenever I teach networking or my First and Lasting Impressions training I ask the participants if they are skilled at remembering names. Usually only a handful of people will raise their hand. Yet, people admit that forgetting names is one of the most embarrassing things for them.

Continue reading “The sweetest sound” »