As soon as possible - four words that can ruin your business and your customer service reputation

Written by Malcolm Pitcher on 24 February 2021.

How to lose control of your time

As soon as possible – four words that can ruin your business and your customer service reputation in a heartbeat.

It never ceases to amaze me that one person can say to another “I’ll get that done for you as soon as possible” and both parties end the conversation happy. This despite the fact that neither party has any clear idea of what the other means.

Andy’s Snickers bar experience shows us why customers can drive us nuts

Written by Malcolm Pitcher on 24 February 2021.

Hand holding a Snickers bar as if offering it to someone else

There is, of course, a big difference between an anaphylactic shock as a result of eating nuts and the hurt you get from a customer who drives you nuts. But yet, both experiences share the same place in your brain ready for instant recall. The difference is that one recall could save your life whole the other recall could cause serious damage to your customer relationship.

What the flight safety briefing can teach you about how to deal with an emotional customer

Written by Malcolm Pitcher on 26 January 2021.

Cabin crew demonstrates “put your own mask on first before helping others” something you can also do in customer service

If you find yourself paying little attention to the flight safety briefing you may be missing out on some excellent customer service advice.

The next time you fly, listen with care to the flight safety briefing

Go on, force yourself…. Put down your phone, Kindle, book, magazine or newspaper and really LISTEN.

The Working Days conundrum. Not as bad as ASAP … but nearly!

Written by Malcolm Pitcher on 03 December 2020.

Be clear with all times and dates is one of the mantras from my How to control your elephant training course.

The time-based phrase which winds me up the most is “As soon as possible”.

Meaningless, non-committal, drivel!