Making a Great First Impression with Your Customers - 01/18/2008

How to increase customer loyalty by making a great first impression.

Better Customer Service - 01/18/2008

Here are six steps to delivering remarkable service every time.

Handling Customer Complaints - 03/04/2008

How to turn complaining customers into loyal customers

Making a Great First Impression with Your Customers - 01/23/2008

Thanks everyone for reading and for commenting. While I appreciate your thoughts on adding more detail, my purpose was NOT to offer a thesis on how to behave in every customer interaction. Rather, my purpose of this is to help people be aware of what happens to create a first impression. It's important to understand the process people use as they develop an opinion about us, our employees and our companies. This guide is about process rather than actual how-to steps. Furthermore, I believe most people understand the eleven ways we are judged and already know how to "do them". In my experience (which includes teaching this to thousands of people) these eleven items are, for the most part, self-explanatory. Thanks again for reading and writing. KS