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customer service

3 Industries Where Scale and Personality Aren’t Exclusive

by / ⠀Startup Advice / April 29, 2019
Scaling and individualization can co-exist

Common wisdom says businesses can either provide personal service or create scalable systems. In the old days, that was true. Small businesses couldn’t scale without becoming impersonal — and big companies couldn’t keep up with the volume if they wanted to improve service. Fortunately, times have changed. Today’s businesses can get the best of both worlds by using better tools to improve service in scalable ways. Customers get…

10 Awesome Customer Service Tricks for Entrepreneurs

by / ⠀Entrepreneurship / September 9, 2014

I waited at their concierge for an hour. After which the receptionist informed, the meeting has been cancelled. Or, As soon as I reached their concierge, the receptionist guided me to the Director’s cabin, for the scheduled meeting. Which is an example of a good customer service experience? In an ever-challenging market industry, customers have choices. They want quality, value and an experience to take home. Brands, on…

Keeping the Customer from Hell out of Your Business, Automatically.

by / ⠀Entrepreneurship / July 17, 2014

“You’ll throw in the extras we talked about if you want my business.” We were negotiating with a potential customer. His pattern was the same. We’d negotiate the terms and send the agreement. Our customer would confirm that everything was fine. Everything looked good. Until we spotted all of the extras he added in without telling us. A new feature here, better payment terms there – He squeezed…

How to Turn the Customer from Hell into an All-Star

by / ⠀Entrepreneurship / July 11, 2014

“Why the hell isn’t this project done?!” “I’m going to initiate a chargeback on all the money we’ve paid you for the last year, since you can’t get this done.” Our customer was angry. He felt we weren’t doing our jobs. Except for one problem. Our customer was the reason his project wasn’t done. We had spent the last 2 months chasing him around, desperately trying to get…

Using The Customer from Hell to Attract All-Star Customers

by / ⠀Entrepreneurship / July 2, 2014

“Are you fuckers listening?”  “uh…wha…what?” I sputtered. “I know what I want done and I want you fuckers to listen.” Ignoring his insult, I ask a direct question. “This thing you’re asking us to do, you know it’ll hurt your business if it doesn’t work, right?” Our toxic customer had asked us to do something we both knew would hurt their business. But this was pretty standard for…

When the Customer is Always Wrong

by / ⠀Entrepreneurship / May 16, 2014

“No. I’m right. The customer is always right. Your website said you were pet friendly and I’ve paid for the room. I’m here. Mo-Mo stays!” “I’m sorry ma’am, rhesus monkeys aren’t included in our pet policy. I can give you a full refund for your room or give you numbers for nearby animal boarding services.” “Well you’re obviously not the manager so go get him. He needs to…

Listen To Your Customer! Interview with HARO Founder Peter Shankman

by / ⠀Entrepreneur Interviews Entrepreneurship / July 8, 2013

Help A Reporter Out (HARO) was started in 2007 as a service that connects journalists with sources.  It allows journalists to get the information they need on time to meet deadlines and allows sources to get free press by giving information, interviews, and quotes to journalists. What started as a Facebook group grew quickly into the world’s largest free source repository. When asked what the keys to the…

Why ‘Old-School’ Customer Service Will Never Be Replaced

by / ⠀Startup Advice / May 20, 2013

Want to set yourself apart from your competition and keep your customers coming back? Answer the phone. You’ve heard the cliché that you must answer the door when opportunity knocks, yet despite often having great business concepts, many entrepreneurs fail to answer when opportunity calls. Yes, opportunity still uses the phone—and you should too. Old-school customer service (read: direct, personal, and human) is more helpful to customers than…

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