Key Innovative Solutions RSS http://keyinnovative.com/feed.rss en Key Innovative Solutions, Inc. 2006 120 Gossiping With Your Customers Is Bad For Business http://keyinnovative.com/gossiping-with-your-customers-is-bad-for-business No matter how well you think you know your customer or how much that customer seems to enjoy your gossip, don’t do it. Engage customers by providing exceptional service, not with dysfunctional chitchat that will drive them to your competition.

]]> Wed, 24 Apr 2013 09:37:03 -0700 http://keyinnovative.com/gossiping-with-your-customers-is-bad-for-business Lynn Murphy Failure to Respond http://keyinnovative.com/failure-to-respond-to-your-customers-a-customer-service-crime Ignoring a customer's request makes matters worse.  This can be as damaging when dealing with internal customer as it is with external customers.

Ruth works in the state office of a large organization.  There are several satellite offices throughout the state which support the state office and are, in turn, supported by the state office.  Ruth received a request from an external customer, and needed information from George who works in one of the satellite offices in order to respond to the customer. 

Ruth e-mailed George detailing the information she needed.  Then she waited.  For three days, George did not acknowledge receipt of the e-mail, and Ruth had no idea whether George had viewed the e-mail or when he would be able to get back to her with the information.  Ruth then left a voice message for George asking when she could expect the information. 

]]> Mon, 11 Feb 2013 16:58:40 -0700 http://keyinnovative.com/failure-to-respond-to-your-customers-a-customer-service-crime Lynn Murphy Holding Others Accountable http://keyinnovative.com/Hold-others-accountable Why are we so hesitant, even reluctant, to hold others accountable? 

I’ve noticed this phenomenon again and again with clients and companies I do business with, but it really hit close to home this week.  Here’s what brought this so clearly to mind.  

]]> Fri, 28 Jan 2011 18:38:34 -0700 http://keyinnovative.com/Hold-others-accountable Lynn Murphy If You Treat Your Customers as if They're Invisible, They'll Likely Disappear http://keyinnovative.com/invisible-customers As a kid I wanted to be invisible, but I grew up and got over it. As an adult, when I’m attempting to spend my money at a business, I do not want to be invisible. I want service. If I were to judge based on the reaction of many sales associates and servers, there must be times when I am completely invisible.

]]> Sun, 22 Aug 2010 23:26:37 -0700 http://keyinnovative.com/invisible-customers Lynn Murphy Your Customers' Feedback - Ask for it, Listen to It, Use it to Improve http://keyinnovative.com/your-customers-feedback In an earlier article, I discussed the latest survey which shows that when people quit doing business with a company, 86% of the time it’s because of poor customer service.  As a business owner, manager, or employee, this is something you can control.  In order to know how your customers want to be treated so that they come back, you have to know what they’re experiencing when they interact with your employees. Then you have to be sure every employee is trained to deliver extraordinary service each and every moment.

]]> Fri, 13 Aug 2010 19:01:16 -0700 http://keyinnovative.com/your-customers-feedback Lynn Murphy Extraordinary Customer Service Helps Businesses and Employees Survive Economic Downturn http://keyinnovative.com/extraordinary-customer-service-helps-businesses-and-employees-survive-economic-downturn The numbers show us how important it is to hang on to your existing customers. It costs businesses six times more to attract new customers than to keep the old ones. Customer loyalty is worth ten times the price of a single purchase. It makes economic sense to cultivate the loyalty of your customers.

Why do businesses fail to create loyal customers? Why do customers leave companies? You may think that it’s primarily because they’ve found a better product or price somewhere else. But it’s not. If you’re focusing your business on only those two things, you are probably losing business and may not even realize why.

]]> Thu, 22 Jul 2010 20:42:30 -0700 http://keyinnovative.com/extraordinary-customer-service-helps-businesses-and-employees-survive-economic-downturn John Garvin True Champions Overcome Adversity in Reaching Goals http://keyinnovative.com/true-champions-overcome-adversity In an earlier blog, I discussed the latest survey which shows that when people quit doing business with a company, 86% of the time it’s because of poor customer service. As a business owner, manager, or employee, this is something you can control. In order to know how your customers want to be treated so that they come back, you have to know what they’re experiencing when they interact with your employees. Then you have to be sure every employee is trained to deliver extraordinary service each and every moment.

]]> Tue, 28 Apr 2009 15:58:18 -0700 http://keyinnovative.com/true-champions-overcome-adversity John Garvin