Your Customer Has Explained It Once. Why Ask Them Again?
84% of respondents to my recent poll said making customers repeat their story destroys trust and adds frustration.
Gavin’s newsletter
The Gold Dust Standard.
Lessons and conversations about customer service, leadership and making good service part of everyday work.
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From the article archive.
Three earlier articles, first published in 2019.
The Power of Positivity
It’s always great to meet an optimist; that natural exuberance and can-do attitude is very infectious. But on the other side of the same coin, someone with a negative outlook…
Provide a Warm Welcome and be more DOG!
Do you have a dog? Even if you haven’t you will still be able to picture this next scene. You come home from work, you’re tired, hungry, you’ve been stuck in traffic or you’ve…
3 Ways to keep things "Hello Fresh!"
Let me tell you about a recent experience that I had with a “Hello Fresh” representative (Let’s call her Abi shall we!). It’s a topical one, because as you read this and…
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