Articles by: John Goodman
Some experts advise that you focus most service on your top customers and leave less valuable customers (Silver, Bronze and Lead) to self-service options.
Fact: There may be more incremental revenue and profit to be gained from Silver and Bronze customers than Gold customers.
Fact: Self-service choices should be determined by the revenue potential of the specific transaction and customer preferences. Read more ›
I usually find making Eggplant Parmesan great therapy and a way to relax. On one occasion it created so much angst the story made it into my last book, Strategic Customer Service. I had bought two eggplants at my local supermarket and, upon cutting into them, found them to be brown and icky. I took half of each back to the store to exchange them. I presented the two halves to the service desk and asked to get two new eggplants. The service lady looked at the two halves and smiled her best smile and said, “Sir, I only see one eggplant.” I said, “I only brought half of each – are you calling me a crook?” “No.” She smiled. “I’m only saying I only see one eggplant.” I had to return home and bring back all the pieces of both to get an exchange.
Lesson: Trust your customer! 98% are honest and why run the 98% through the gauntlet to catch the 2%, especially when there is only a $2 eggplant at risk. Read more ›
