Customer Service CEO Archives - Page 7 of 7

Recent Articles

Virtues for Which You Will be Remembered

One of the guys I follow on Twitter is Andy Andrews, an author of inspirational books. He tweeted this last week: “Quality Work, Healthy Relationships, Good Manners, Lasting Legacy. These virtues: NEVER accidents & ALWAYS the result of deliberate effort.” Deliberate effort is the same as being “intentional.” To do quality work means you are mindful about the product or service you are producing. You have your customer and her expectations at the forefront. You

Howe Q. Wallace June 11, 2012

Six Reasons Customers Buy from You

Seth Godin is a businessman who writes and I pay attention to what he says. He wrote recently about why customers buy from you in a business situation. I thought his insights were interesting. He said that people buy for at least one of six reasons. There may be more than one of these but at least one. As I surveyed the list, I couldn’t dispute them. I write you often about customer satisfaction. Recently,

Howe Q. Wallace May 30, 2012

A Customer’s Insight on Service

Here’s a note that Chad Magee in New London received from customer Stephen Uphill of Akrosil: “Once again, thank you for the concern for your business and ours. I understand that just because a customer (internal or external) has an emergency it doesn’t automatically become your emergency, however, you at PalletOne should be commended for your attention to detail and customer care. You’ve bailed us out of several sticky instances and we really appreciate what

Howe Q. Wallace May 22, 2012

Being Indispensable to Our Customers

If your customer can live without you, they eventually will. That was the headline of an article I saw the other day. Its truth was so self evident, I didn’t even read the details. It should be a goal of each of us to be indispensable. We all have customers. If you drive a forklift, if you clean the bathrooms, if you maintain the equipment, if you buy the lumber, if you do the billing,

Howe Q. Wallace May 17, 2012

Becoming Indispensible to Customers

Today, I had the honor of being part of a customer panel for Insurance Office of America, who handles our commercial insurance as well as our benefits. I joined four others and we fielded questions on how we viewed the industry and gave pointers on how IOA’s sales force could improve their effectiveness. My primary contact at IOA is John Lahey. He has been the insurance agent I’ve done business with for almost 30 years.

Howe Q. Wallace April 23, 2012

An Engaged Team Yields Superior Customer Satisfaction

There is a business theory that says that if a company focuses on building an “engaged” workforce, the bottom line will take care of itself. There is another theory that says that if a company focuses on the “customer” and provides superior customer satisfaction, the bottom line will take care of itself. A study was done recently to attempt to figure out which theory carries more weight. The answer turns out not to be “either/or.”

Howe Q. Wallace April 17, 2012

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Articles About Leadership

THE JUICE IS WORTH THE SQUEEZE

“Everything you want is on the other side of ‘hard’.” – CJ McCollum, NBA player McCollum is a story of overachievement. He was undersized. Played college basketball at a non-descript school. Was a long shot to be an NBA player but worked his way to being a first-round draft pick and was a solid star in his 10th year in the league. I heard him describe his approach to the game and his development on a podcast called

Howe Q. Wallace March 25, 2024

HAPPENING TO THE WORLD – A SATISFYING WAY TO LIVE

PalletOne leaders “happen to the world.” What does that mean? A PalletOne leader is confident. Each situation creates an opportunity for service and contribution. We are talented and put those talents to work. We see those around us as having talent. We seek to unlock it. We realize that we can be called upon to take the initiative to improve things at any moment. We act when the situation calls for it. We inspire through

Howe Q. Wallace March 25, 2024

SUFFERING AND CHALLENGES

“Weep, trust, pray, think, shift, hope, grow. Ways to handle suffering.” – Tim Keller Tim Keller was a preacher from New York City. He passed away in 2023. I followed him on Twitter because he tweeted profound thoughts like the one above. You don’t exit life without tough things happening to you. It’s a fact. None of us are exempt. In specific order, Keller gave us seven verbs to consider when challenged: Weep – It’s

Howe Q. Wallace March 22, 2024