Tunnel Vision

Posted by Al Spinks
Category : Blog

Do you know that you will never find the solution to a problem on the same level that the problem exists?  This statement is true whether we are talking about our business life, our personal life or just life in general.  Have you ever noticed when you are in a crowd of angry people with a problem that a viable solution is never found?  They may come up with a plan of action but rarely

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Do you have a bully at work? It seems like kind of an odd question does it not.  I thought so too until I came to realize just how big of a problem it is right now in corporate America.  It is estimated that 35% of adults have experienced workplace bullying sometime in their career. I suspect you do know a bully and I bet that you have dismissed his/her behavior as them just being

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In the famous work entitled the ‘Myth of Sisyphus’ by Albert Camus the gods have condemned Sisyphus to the endless cycle of rolling a stone uphill to see it roll down, and fetch it without end.  It is his perpetual task. It is what he must do to atone for his sins upon the earth.  He is to bear the fate of absurdity for which the rolling of the stone is his reminder. The ancient

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I’m working on a Customer Service program for a new client. The goal of the training presentation is making their clients feel like they are being treated with consideration, dignity and respect. Not an outrageous expectation to be sure, but this client has some challenges with it—that’s why they hired me! There are three things a prospect, customer or client needs to hear in order to feel they’re being treated with consideration, dignity and respect.

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Before senior leaders deploy the customer listening system, they should ask these questions. Do we have a method of accurately recording what customers are telling us? Are we asking the right questions? Do we have a way of correctly categorizing the types of information which we are receiving? Is the system designed to escalate any negative information to someone responsible for taking corrective action? Is the information filter-proof? For example, are we sure that lower

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Is Your Customer Service Headed in the Right Direction? From a customer perspective, your frontline customer contact employees are your company. How are you treating your customer contact employees? Are they satisfied? Do they have all the tools which they need to do an excellent job? Do you survey them at least annually to get a valid answer to these and other important questions? When a customer calls your business for customer support or technical

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How do you know if your customer satisfaction is headed in the right direction? If you started correctly from square one and designed your products or services based on random, valid potential customer input, such as in focus groups, then you can be a lot more sure that your customer satisfaction is going to go in the right direction. If you have a toll free customer line and a clear method of reaching your customer

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Let’s say that you have a software-related business and that I’m your customer. I run into a problem using your software while on the Internet and need to have the problem solved right away because I’m working on a big project for one of my clients. How easy have you made it for me to contact the exact type of person I need to exactly solve my problem quickly? Do you send me to a

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  “Hello, Mr. Thorpe”, may not be all that unusual in daily life but I think it is at a hotel you stay at 8 nights a year.  I serve on a few councils, boards and committees that meet in Minneapolis, MN.  So with participation in these organizations goes travel and hotel stays.   So, about 6-8 nights a year I stay at the Hotel Sofitel in the twin cities.  It is a beautiful property that

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Quite a few years ago I wanted my team members to know the magnitude of what our customers were really worth to us.  I decided to determine what the average guest spent in our business.  As I started the project, I quickly figured out that there were other factors that determined the value of the customer other than what they spent on a yearly basis.  I decided to take an in depth look at all

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