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You Need This to Provide Excellent Service

We all know that being on the front lines of customer service can be a challenge.  Representatives are faced with expectations of extensive product knowledge, policy and procedure adherence, dealing with displeased customers, and delivering every answer and every solution with the utmost friendliness.  We've previously discussed various ways to prevent service representative burnout, but Keep Reading...

Encourage Customers to Share

"Happiness held is the seed; happiness shared is the flower." --John Harrigan When our customers reach out to us with questions, requests for help, or for feedback, we have the opportunity to not only forge better, stronger relationships with them by providing excellent service, but also by helping them share the love.  In today's society, Keep Reading...

Find Your Service Identity to Succeed

A brand is the way a business is personified in the minds of consumers. - Melissa Bolton When your team first set out to develop your company's brand, you may have invested a lot of time in what a customer actually sees: website design, logos, taglines, colors...  When you ask a customer about what he Keep Reading...

What do Customers Really Want?

As you read through articles about customer service, there are endless lists of things that customers want from companies when they interact with them.  But if we distill everything down to a single desire, what customers really want is an easy interaction.  If they need advice, they want to obtain it easily.  If they want Keep Reading...

How Agile is Your Business?

"Our business in life is not to get ahead of others, but to get ahead of ourselves, to break our own records, to outstrip our yesterday by our today." --Stewart B Johnson In life, some organizations are like battleships: they make turns gradually over time.  Others are more like motorcycles, easily zipping left or right Keep Reading...

Why is my Infusionsoft API Key invalid?

If you're getting errors about your Infusionsoft / Keap API Key being invalid, there are a few things that could be causing this issue. First, make sure that you have an Encrypted API key set in your Infusionsoft application. In Infusionsoft / Keap, navigate to Admin | Settings, click on Application on the left, and Keep Reading...

Ways to be a Company with Compassion

Have you ever had a meeting where you and your team has tried to come up with ways to do something great for your customers and had a hard time coming up with ideas? An easier solution may be to find inspiration in your customers and their stories rather than a big campaign push to Keep Reading...

Take the 30 Day Challenge

I grew up writing thank-you notes. Real, honest-to-goodness, pen-and-ink, stamped and posted letters. More than simple habit, it's about what the commitment to expressing your thoughts and feelings in writing says about the character of the writer. About the joy such notes bring to the reader. Taylor Mali Marcus owns several small businesses. In one, Keep Reading...

Owning the Monkey in the Year of the Monkey

Gong Xi Fa Cai! Yesterday ushered in the lunar year of the monkey which aligns perfectly with our core value of Owning the Monkey. "We own our challenges, and provide holistic, well-rounded solutions." As individuals and as a company, we believe that instead of putting the monkey on someone else's back, you take that monkey, and you Keep Reading...

Share These Teachable Moments

During training sessions, it's understandable that we often learn from positive customer service stories. They give us something to emulate, to aspire to. When we hear about companies or individuals setting the gold standard of service, we can be inspired in our own interactions with our customers. But stories of customer service disasters are also Keep Reading...