Total Quality Service: Still Required for Your Business Success

Before there was Value Pricing, Total Quality Service was the normal business practice. Myself and other colleagues and collaborators, Ron Baker and Thomas L. Bowden, Sr. all Believed and Taught businesses like yours about competing on Service and, more importantly, before a business can charge premium prices, they must provide their customers with Total Quality Service. Today was one of those days where the service quality received from one of my preferred service providers failed. As a frequent renter of their vehicles with this particular Car Rental Company, I had "earned" a Customer-Level known as "Executive Selection". On this particular ...

Customer Service: All Businesses Need to Be Picky

20% of Your Customers Drive 80% of Your Revenue and... likely 150% of Your Profits ... while 80% of Your Customers Steal Your Profits and Drive Little Revenue or Benefit Customer Service: One Disappointment is All it Takes. Each customer interaction is a “Moment of Truth”. Meaning the savings bank of previous good works can be depleted with one poor interaction. One gatekeeper that could have used judgment applied to a specific situation. Perhaps, the one opportunity to help you understand is when your happy customer tells few vs. when the frustrated customer who tells many. If you couldn’t guess, I was on the ...

What’s in it for your Customers… Customer Service

There's little debate that our world has changed dramatically since the invention of the Internet. While the availability of technology that can automate just about anything we can imagine, the gap between high-performing and low-performing CPA firms is even wider NOW, begging the question: What are successful CPAs doing differently in today's fast-paced, brave new world? AND Who's paying attention? Customer Service: We Pay Attention to the Rest of the World at Morris+D'Angelo and What's Happening As adopters of good technology and/or business software, we at Morris+D’Angelo feel these are important earmarks of today’s “Modern” ...

Customer Service and Moments of Truth

Moments of Truth Each customer interaction is a “moment of truth”. And the savings bank of previous good works can be depleted with one poor interaction. One disappointment is all it takes. One gatekeeper that could have used judgment applied to a specific situation. One opportunity to understand that the happy customer tells few and the frustrated customer tells many. If it isn’t clear by now, I was on the receiving end of a terrible customer experience. What is even worse, this is with my preferred brand. A brand that I have had 2+ decades of great experiences and happiness with. And today – all of that is at risk. It is early ...