Tag Archives: customer service

Fixing a problem is the best path to loyalty

Posted on March 4, 2009 by Steve Hammer

It might seem counter-intuitive to some, but when you’ve screwed something up is the best time to build customer loyalty.  Your angry customer could end up being your best.  It’s all in how you handle it. The Ritz-Carlton has understood … Continue reading →

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Your receptionist is part of your brand too

Posted on September 23, 2008 by Steve Hammer

A couple of experiences over the last couple of days have reminded me of the need to have every touchpoint reflect your brand.  In particular that includes your receptionist.  In many cases this person is the first impression a potential … Continue reading →

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