Beth Terry | February 6, 2008
I’m sitting in a hotel in Virginia Beach. I have two programs tomorrow at the American Bus Association Marketplace and Educational Retreat. One on Customer Service and one on the new Asian Tourism influx.
Amazing how many examples I find for my speeches while on the road.
I’ve decided I hate traveling with amateurs. Or maybe […]
Beth Terry | February 5, 2008
The mind boggles at how bad customer service is at Home Depot. It makes one wonder if someone in a Director position owns lots of stock in their competition. Or perhaps the Director of Customer Service has an evil twin Skippy who wakes up in the morning thinking of ways to piss off customers.
A few […]
Beth Terry | December 20, 2007
Contrary to the hype, the next 30 days may be far more important in retailing than “Black Friday.” This is when shoppers and their recipients will decide if they want to continue doing business with you. Common sense and research tells us it’s far more costly to find new customers than it is to keep […]
Beth Terry | August 10, 2007
Isn’t it amazing that great customer service is cause for surprise? Used to be it was a given we’d be treated with respect and understanding. These days it’s headline material.
A few weeks ago I posted about the snafu with USAA and my mortgage company TBW. USAA was wonderful. Elizabeth Conklyn, their National Exec VP of […]
Beth Terry | August 1, 2007
One of my tag lines, “helping you handle crazy times and difficult people,†gets a lot of traction. Kathy Jo wrote and asked why her business is seeing more and more difficult people.
It’s easy to blame the problem on things “out there.†In one of my seminars an exasperated manager actually said, “I think it […]
Beth Terry | July 26, 2007
The story about Southwest Airlines saving Banner’s life just keeps getting better. Numerous blogs have picked up the story, email forwards continue to send it around, and members of the National Speakers Association are just getting back from vacation and hearing about it for the first time - so it has picked up speed […]
Beth Terry | July 5, 2007
Balancing Customer Service with the Needs of the Company
I had three customer service upsets in the past 10 days. Two turned out well, one not so much.
The GoDaddy issue was, not surprisingly, eventually handled the right way. I was surprised there was ever a problem. Using their ˜website tonight’ function for a friend, I […]
The way I see it, Cactus is the most resilient plant in the desert. If you find yourself stuck out on the desert and you can get past the thorns, its fruit will save your life. The same goes for us human critters. If we can get past the thorns of our own life, what we find in our core will save us and sustain us.
