Brisbane is the first cab off the rank … The $90 Workshop for Professionals – Brisbane 18 July Back by popular demand – with loads of new content “Thanks for an absolutely spectacular workshop Ric. Huge value!! Jam packed with lots of great content and delivered so expertly and with great sincerity. Well done. I [...]
Tag Archives | Customer Service
Weekly Wisdom No.160: Answers
Answers The answers to most of your business problems lie in the point of contact with product, service, and relationships. These are the three areas where you directly touch your customers. If your attention is only on your product, then you can expect to be treated like a commodity, and your customers to be price [...]
Weekly Wisdom No.158: Who is to blame for poor service?
Who’s to blame for poor customer service? Checking in at Qantas domestic, Brisbane airport, the ticketing officer was courteous, helpful, and informative. It wasn’t just because it was her job, you sensed she loved her work and loved serving the public. I thanked her for being so helpful and nice. “Very few people say that, [...]
First class lounges don’t guarantee first class patrons
The First Class Emirates Lounge at the Melbourne International Airport is a luxurious establishment replete with a concierge who reminds me of a butler in the movies. Short, portly, balding, with an English accent, he charms you into believing you are royalty but retains that air of strength that informs you neither he nor his [...]
CEO Institute’s Kristine Szitovszky praise for Ric’s book
The CEO Institute’s Kristine Szitovszky shares her opinions about Successful Business Writing Templates… “With Ric’s excellent compendium of business writing templates, he demonstrates his true value yet again – how to work smarter, not harder. It’s not only about the time that professional service consultants will save as a result of using the templates in this [...]
Weekly Wisdom No.153: It’s been a while…
It’s been a while… The challenge of everyday business is building quality relationships with enough people so that people happily get caught in your vortex and arrive at the centre of your Whirlpool. I wish I’d been more diligent over the 30 years of my working life in keeping the contact details—and keeping in contact [...]
Ric’s Thought for Today
Positive word-of-mouth by being considerate Today I’ve been the recipient of an unexpected customer service action by the Commonwealth Bank that cost the organisation practically nothing in terms of money or resources other than one individual’s time and consideration. Perhaps all of us in business need to invest a little bit more of our time [...]
Marketing Magic Made Simple But Effective
In a world of noise we need to stand out from the crowd rather than blend in with the mosaic. How? A family restaurant in Poulsbo, Washington has created Marketing Magic by providing a discount for the patrons well-behaved children! A Washington couple were left stunned after their server handed them the bill for their family’s [...]
Weekly Wisdom No.146: Customer Friendly
Customer Friendly The Mythbusters television program tested what was the most efficient way to board and disembark an airplane. Unsurprisingly, the current method of everyone being shuttled through the front door is the least efficient. All passenger jets have forward and aft doors passengers could use. But only at smaller airports where air bridges are [...]
B2B Customer Experience Expectations Surge Ahead in 2013
Mind the Gap: B2B Customer Experience Expectations Surge Ahead in 2013 and Beyond Guest post by Michael Haynes 2012 has flown by and another year is just around the corner. 2013 is looking to be an even more challenging year. In addition to plummeting business confidence, increased pessimism and slow economic growth, companies can also expect [...]
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Mick Cosgrove: I agree Ric. I was actually referring more to the ...
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Ric Willmot: No Kathy. I was honest in my opinions about Crean...
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Kathy Westmore: Ric are you showing your softer side there by comp...
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Scott Brown: Yes, read that study. Interesting. Should also be ...
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Research Survey on Referrals in Professional Services
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It’s not too late to ditch the tax, Julia
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Catherine Deveny hate speech continues in spite of spelling
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Wayne Swan: It would be funny if it wasn’t so scary
- Gun Control Laws: Sobering statistics and a sane argument
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Psychologist, Peter Hart unable to adapt to pyjamas
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Executive Wisdom Times Newsletter: No.98 May 2013
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Ric’s Thought for Today: Only ½ of businesses are surviving
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How’s your mobile telephone relationship?
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Weekly Wisdom No.162: Focus on my 4th question
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The financial facts provided by Treasury not politicians
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Strong men more likely to have right-wing views, study says
