Why 99.9% Customer Satisfaction is Not Good Enough
Customers will choose 100% satisfaction over “good enough” every time. It’s that tenth of a percentage point that makes the big difference..
Larry Galler
I’d Like to Welcome You to the Company
The new hire comes in for the first day on the job, resolved to do a great job, to make a difference, to prove that the company made a great hiring decision, and to make a great first impression to everyone in the company. So, with a deep breath, she gets out of her car … Read more
The Customer and the Rose: A Valentine’s Day Story
Larry Galler recounts a Valentine’s Day story that conveys an important lesson in customer loyalty..
When Sorry Isn’t Enough
A visit to a busy restaurant, some barbecue sauce and a beautiful jacket provide a valuable lesson in customer service..
Defog the Mirror of Customer Satisfaction
Are you using Alice in Wonderland’s mirror to look at your company’s customer service?
Improve Your Customer Service Like the Airlines
Most of us would agree that, if we were to vote on one industry that businesses should not use as a model to emulate, the airline industry should be at or near the top of that list. The airline industry is widely held up as a poster child for disappointing or infuriating customers in so … Read more
Prove Yourself Every Time With Customer Service
Larry Galler reveals a newly discovered business-medical condition, “SCS.” Salesperson Complacency Syndrome!
Should You Fire A Customer?
In this article Larry Galler questions Sprint Nextel’s decision to fire it’s customers..