Nicole Stanley 6/1/21 Nicole Stanley 6/1/21

Do you know what is going on?

While it’s not uncommon for an organization to email a survey to a customer after a store visit; it is uncommon for an organization to not understand their own current protocols.l

Nicole Stanley 5/25/21 Nicole Stanley 5/25/21

If I didn’t have a health condition before

This isn’t good Customer Experience, this isn’t good Patient Experience, this just isn’t good.

Nicole Stanley 5/18/21 Nicole Stanley 5/18/21

To open or not to open

To open or not to open, that is the question.

Nicole Stanley 5/11/21 Nicole Stanley 5/11/21

Give them the tools

When a customer service representative is empowered, great things can happen. But first, they need to be given the proper tools and resources.

Nicole Stanley 5/4/21 Nicole Stanley 5/4/21

A rose by any other name

A problem in one location will cause lost revenue for another.

Nicole Stanley 4/27/21 Nicole Stanley 4/27/21

Complaining about a sale?

It shouldn’t be a surprise to anyone.

Nicole Stanley 4/20/21 Nicole Stanley 4/20/21

Apples to oranges?

Customers aren’t stupid. Don’t treat them as if they are.

Nicole Stanley 4/13/21 Nicole Stanley 4/13/21

Stop “delighting” your customers

Customers do not want to be “delighted,” so stop trying to “delight” them.

Nicole Stanley 4/6/21 Nicole Stanley 4/6/21

What “proactive” looks like

Being “proactive” is something that most organizations see as a good thing but so many don’t know how to implement the idea effectively.

Nicole Stanley 3/30/21 Nicole Stanley 3/30/21

It was great until

To suddenly cut off communication with a customer says one of two things – that either your front line employees are terrible with customers or that management doesn’t support the front line employees to do the right thing. Usually, it’s the second one.

Nicole Stanley 3/23/21 Nicole Stanley 3/23/21

Devil in the details

Don’t plant seeds of doubt unnecessarily.

Nicole Stanley 3/16/21 Nicole Stanley 3/16/21

Gatekeepers

Front line employees are usually the gatekeepers for a business. They are generally the face of the company, sometimes solely representing an organization.