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Customer Loyalty Expert & Consultant


Category Archives: Customer Service

Not All “Thanks” are Meaningful

Heading into the seasons of giving, giving thanks and receiving is a great time to reflect on the importance of being sincere. It occurs to me that often as a customer I say “thanks” when the service provider does not. However, putting that issue aside, think about how “thank you” is typically expressed–with no feeling, no intent to really express appreciation and quite frankly, in a  thankless manner. It has become hollow–a meaningless social ritual.

What would happen if people actually expressed appreciation with meaning? It seems like a real human connection would take place. Imagine if the words “thank you” were hurled your way with vigor and luscious meaning. My guess is that you would be struck with an  understanding of the value you brought to the business or person you just interacted with.

And that would be something to be thankful about.


Words are Too Easily Spoken

Everywhere you go you hear and see the same words– Our Customers Matter, The Customer Comes First, We Love Our Customers, Service is our Number One Priority. But who cares what you say? Show me. Show me by following through on my request. Show me by being gracious when I am unhappy with your service. There is a huge disconnect with what organizations say and what they do. Words are too easily spoken. What are you telling your customers?