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Big, Advertising Specialties, Dallas, TX

What Is Good Service?

by Susan Morgan on March 19, 2015

Now that sounds like a pretty simple question, on the surface anyway.

customer-serviceWe all know what good service is, don’t we? We certainly are able to recognize it when we encounter it. It’s a feeling. Good service (to me) is doing the job you are paid to do; excellent service is anything above and beyond that. Your definitions may differ.

In fact, when you stop to really think about it. recognizing and defining good service is a lot harder than it seems. Is it going the extra mile? Is it speed and efficiency? Is is a nice smile and good eye contact? Is it all of these things?

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Admit You Were Wrong, Make It Right, Move On

by Susan Morgan on March 4, 2015

I know it’s hard, but say the words aloud with me, “I made a mistake.” Too hard? Try this one, “I was wrong.”

mgt67See, nothing happened! You’re still alive, nobody is staring and the world continues to revolve just as it always has. Fear of admitting mistakes is one of those impulses that’s as counterproductive in business as it is in everyday life. The truth is, everyone makes mistakes. Businesses included. And when that inevitable mistake happens, how you handle it says a lot about your business. It also decides if you keep a relationship with the customer going forward. Or if the person is so blazingly angry they share the experience with every single person they know, online and off.

That’s not good for your reputation. Or for business.

Rather than going on as if bad things won’t happen, take some time to think about what happens when they do. Plan what you’ll do and be sure and talk to your staff about these plans, they’ll take their cue from you. Reassure employees that mistakes will not cost a job or reflect badly on them, and that acknowledging something’s wrong and moving forward are what you consider valuable. Lead by example. Be approachable.

There are no shortage of ways to handle mistakes with your customers, and a lot depends on your business and industry. No matter what, common sense is a good guide to handling mistakes.

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Brand Authenticity: If You’re Not Genuine We’ll Know It

February 18, 2015

Once upon a time, a brand could rely on billboards and signs, radio and TV ads, public relations efforts to promote itself and attract buyers. Potential buyers had to go to a physical storefront to learn more or buy what they wanted. By mail came catalogs, flyers and the like. Brand authenticity wasn’t a part of […]

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What To Do To Win The Millennial Buyer

February 3, 2015

Millennials seem to be getting a lot of attention lately, and it’s no surprise. This generation’s numbers are pretty impressive. To start, there are 76.6 million of them, larger than those famous Baby Boomers (1946-1964) and Gen Xers (1965-1980). Today this age group makes up half the work force, and are on pace to be a full 75% by […]

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