Articles

Customer Service Q: Are Great Results Good Enough?

This week, we’ve talked about bad customer service (at water parks and other places) and what good customer service feels like (with Carlos at our favorite Mexican food joint). To wrap up this …

What Good Customer Service Feels Like

I couldn’t believe Carlos had never waited on us before. We go to Gloria’s - a regional South American / Mexican food restaurant - probably once a month-ish. (Their steak fajitas are on point, …

The Customer Service Bar is so low these days…

The customer service bar is so low these days... My 3-year-old could hop over it on one foot. Surely I'm not the only one seeing this. Have you noticed how great customer service just… isn’t …

Sick of prospects “Shopping Around”? Read this…

I recently onboarded a new client who was complaining of people in their market “shopping around” for vision correction. People who didn’t seem serious. Only asked about price. Didn’t want to book …

This is not a bug of good marketing. It’s a feature.

We’re not at batting practice anymore, Toto… A strange thing happens when a practice gets their marketing dialed in. (I’m helping a client work through this now, and it's always a good …