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If you’ve seen my about page, then you know I grew up in the music industry. As a result, I have formed expectations of what I expect from a retail music store. My recent experience with Guitar Center in Winter Park, Florida was a textbook example of great service, not-so-great service, and then excellent service …
No matter what you are doing, you are always in one of three states with your customer: proactive, reactive, or inactive. While this framework is broad, categorizing your customer focus in this way can bring ineffective behaviors and inefficient priorities into sharp relief. Do you ignore proactive customer service because you are frequently in reactive …
How to Make the Three States of Customer Service Work for You Read More »
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