makeorbreakmoments.com

Effective Communication Builds Customer Relationships

Deborah Chaddock Brown — Thu, 11 Mar 2010 12:08:31 +0000

I had the pleasure of facilitating a communication workshop earlier this week and the results were riddled with “ah-ha” moments. The group took a test to determine their “color” communication style and then they broke into groups to identify: key elements of their communication style pet peeves in communication topics they like to discuss tips for effectively communicating with them Part of [...]

USAA Customer-First Approach to Business

Deborah Chaddock Brown — Tue, 09 Mar 2010 12:08:46 +0000

In the March 1, 2010 edition of BusinessWeek there is an article entitled“Customer Service Champs: USAA’s Battle Plan.” USAA provides financial services for military families and they understand their customers inside and out. They use technology to allow service men and women to deposit checks no matter where they are stationed. They have programs specially [...]

Customers Look for Personalization

Deborah Chaddock Brown — Fri, 26 Feb 2010 01:09:55 +0000

I was at lunch today with another woman business owner and we were talking about the different generations and their approach to communication, business and customer service. She’d read that this newest generation was taking on traits of their grandparents; embracing the homemade handicrafts. “They are looking to learn how to make or purchase things made especially [...]

Create a Visual for Your Customers

Deborah Chaddock Brown — Tue, 23 Feb 2010 22:18:01 +0000

I was visiting Custom Auto Body in North Canton last week for a meeting with Lance Runion, VP and General Manager. We are working on a project together and it was the first time I’d visited his shop. Expecting a typical auto repair store with worn carpet, car and truck magazines and ugly metal chairs [...]

Employee Apathy: Who is at Fault?

Deborah Chaddock Brown — Mon, 22 Feb 2010 15:58:23 +0000

I’m a member of the Customer 1st LinkedIn group and about three months ago Teri Yanovitch posted this discussion starter: Attitude of indifference by employees Being treated with the attitude of indifference is as bad if not worse than being treated with rudeness. Now usually someone will post a discussion point and there will be comments for a [...]

Learned Owl Saves my Sanity – AGAIN

Deborah Chaddock Brown — Tue, 16 Feb 2010 16:00:50 +0000

If you are a parent, you’ll be able to relate. “Mom, did I tell you I need to bring a copy of Treasure Island to school tomorrow?” Okay, let me set the stage. It is snowing in blizzard proportions, it is 6pm on President’s Day and we’ve had all weekend to shop for the book. NOW she [...]

Happy 5th Anniversary AllWrite Ink

Deborah Chaddock Brown — Mon, 15 Feb 2010 16:46:25 +0000

On Monday, February 14, 2005 I opened the doors of AllWrite Ink, a freelance writing business. Having worked in the corporate world more than 25 years I decided to give it a go as an entrepreneur. I had experience. Working side by side with Pearle Vision Franchise owners had taught me a lot. But oh, [...]

Customer Service Blogs to check out

Deborah Chaddock Brown — Wed, 10 Feb 2010 12:33:59 +0000

Glenn Ross over at AllBusiness: The Customer Experience recently shared nine customer service blogs he likes to read. He offers up: Amazingserviceguy By Kevin Stirz Business Is Personal By Mark Riffey Customers Rock! By Becky Carroll CustServ By Meikah Delid Maximum Customer Experience By Kelly Erickson People2People Service By Maria Palma QA QnA By Tom Vander Well Return Customer By Joe Rawlinson (Joe [...]

Toyota Rebuilds Trust

Deborah Chaddock Brown — Mon, 08 Feb 2010 13:27:49 +0000

Boy, Toyota has sure had a run of back luck recently. Accelerators that stick and brakes that don’t work. A bad combination. So how are they handling the situation? Check out the video commercial about how Toyota is focusing on customer cars FIRST. “To restore your faith in our company.” They aren’t hiding from the issue No excuses are [...]

Welcome Smart Marketing Strategy

Deborah Chaddock Brown — Thu, 04 Feb 2010 22:24:40 +0000

Jean Gianfagna, marketing strategiest and business owner of Gianfagna Marketing recently started a blog entitled: Smart Marketing Strategy. Great name and as it turns out – great information. I just took a visit and found an interesting blog post on connecting the customer data gathered with the marketing message delivered. In the post, Why Customer Data is Essential [...]