How Sweet Is Our Customer Experience?
Customer experience is too important to leave to chance. It's the small things that make a big difference.
How to Avoid Being Irrelevant
A recent beBetter blog, Price is Rarely the Issue, generated some interesting comments and thoughts. One that really caught my attention was from a HORNE team member in Tennessee, David Friedt. David shared a humorous story about how a car salesman was attempting to make a car distinctive with some of the features. “I was really ... Read more
Customer Service Creates Distinction
We just checked into the Old Edwards Inn in Highlands, NC, and the rain is pouring down. In fact, it has poured for the last three hours since we landed in Charlotte and started our drive over. “We will send a bellman over to assist you in unloading, Mr. Havens.” “Thanks, I know where to ... Read more
Stand Behind Your Lifetime Warranty
CeCe and I are headed up to Oxford, MS, for a weekend of visiting family and watching the Ole Miss Rebels play football. CeCe is on the phone with Delta Faucets trying to replace four defective faucets we have in our house. The first one resulted in over $2,000 in repairs from the leak. The ... Read more
Assumptions Versus Listening
It’s Monday night and we have been out of town for four nights now, which I know pushes CeCe’s travel limit. Although I shared with her while sitting on the beach that my schedule for the week would allow me to work remotely for longer, I could tell from her lack of conversation and our ... Read more
Everyone Wants an Easy Button
About three years ago, we switched to a local pharmacy that is literally one mile from our house. CeCe frequently rides the golf cart over to pick up our prescriptions. Regretfully, they know both of us on sight. I’m on several medications for asthma and chronic bronchitis, and these meds are on long-term prescriptions. So, ... Read more
Building Experiences for Forever Clients
This is a hilarious short video of Sully’s meltdown while expressing his deep desire to be with Pops (that’s me!). I obviously love it. And this mindset can be inspirational if we consider relating it to our client experiences. Are we focused on them enough? We want our clients to be raving advocates for us. ... Read more
Don’t Forget the Soap!
Gosh, it’s already 7:45 a.m. as I jump into the shower after a quick shave. I’ve got little time to spare before an 8:30 meeting. Shampoo my hair, quick rinse and reach for the bar of soap. No soap! Dang, I had this same problem yesterday and forgot to put a new bar in here. ... Read more
Customer Experience Before Upgrade
I’m staring at my cell phone ringing from an unknown number on my way home from our cabin where DIRECTV has missed their second appointment with me. It’s three hours round trip so you can imagine my mindset is not exactly even-tempered. I have been talking with the DIRECTV support team and advanced resolution team ... Read more
