Tag Archives: customer service

Customer Focus by Everyone

Posted on August 7, 2012 by John Hunter

There are many critical elements to a management system. One that is fundamental, yet still poorly executed far too often, is creating a system where all staff can focus on enhancing value to the customer every day. If your enterprise … Continue reading →

Posted in Customer focus, Deming, Management, Systems thinking | Tagged build capacity, Customer focus, customer service, Deming, management, Systems thinking | 6 Comments

Simple Customer Care: Communicate

Posted on July 17, 2012 by John Hunter

Some management issues are hard. You are often balancing priorities. Sometimes though it is extremely simple: either you have concern for customers and take actions to back that up or you have some concern but don’t do anything about it. … Continue reading →

Posted in Customer focus, IT, Management | Tagged bad customer service, bank, Customer focus, customer service | 2 Comments

The Customer is the Purpose of Our Work

Posted on April 9, 2012 by John Hunter

A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider … Continue reading →

Posted in Customer focus, Management, Psychology, quote, Respect, Systems thinking | Tagged aim, Customer focus, customer service, food, Psychology, purpose, quote, respect for people | 6 Comments

Be Thankful for Customer That Are Complaining, They Haven’t Given Up All Hope

Posted on December 13, 2011 by John Hunter

I ran across this message and liked it (by wuqi256): My time spent in a fast food chain (factory worker on weekends and security guard at night, yes really thanks to them, i have great jobs like that) when i … Continue reading →

Posted in Customer focus | Tagged Creativity, Customer focus, customer service, Process improvement, Psychology | 1 Comment

The Impact of Leadership on Business Outcomes

Posted on October 18, 2011 by John Hunter

Guest post by Joe Folkman Have you ever been part of an organization where things were proceeding smoothly, where goals were achieved, people were busy and the organization was doing well? Then, a new leader came and everything suddenly changed … Continue reading →

Posted in Customer focus, Psychology | Tagged customer service, guest post, leadership, Psychology | 6 Comments

Rude Behavior Costs Companies

Posted on September 26, 2011 by John Hunter

Approximately one-third of consumers surveyed reported they’re treated rudely by an employee on an average of once a month and that these and other episodes of uncivil worker behavior make them less likely to patronize those businesses. Customers rarely report … Continue reading →

Posted in Competition, Customer focus, Psychology, Respect | Tagged bad service, Customer focus, customer service, management research, Psychology, respect for people | 6 Comments

When Companies Can Treat You Like an ATM, Many Will Do So

Posted on August 29, 2011 by John Hunter

The End of Refrigeration One small custom chip, some relays, a transformer, a couple of heat sinks, and a bunch of passive parts. Maybe a build cost of $20-30 or so? But GE’s price to me was $250, plus $150 … Continue reading →

Posted in Customer focus, Deming, Investing, Lean thinking, Management, Process improvement, Systems thinking | Tagged Customer focus, customer service, Deming, Investing, Lean thinking, Systems thinking | 1 Comment

Delighting Customers

Posted on July 26, 2010 by John Hunter

If you have customers that see you as adequate you will keep customers based on inertia. But you have several big problems awaiting you. Those trying to win your customers business only have to overcome inertia – which can be … Continue reading →

Posted in Competition, Customer focus, Deming, Management, Process improvement, quote | Tagged continual improvement, curiouscat, Customer focus, customer service, Deming, management, Process improvement, quote, Systems thinking, tips | 5 Comments

Aligning Marketing Vision and Management

Posted on March 23, 2010 by John Hunter

Why do so many companies market one thing and provide something else? I know it might be easier to sell something different than what you offer your customer today. But if you decide to market one vision, why don’t you … Continue reading →

Posted in Customer focus, Management, Popular, quote, Respect, Systems thinking | Tagged Customer focus, customer service, John Hunter, management, marketing, Popular, quote, respect for people, Systems thinking | 6 Comments

Lean Inventories Do Not Excuse Failing to Deliver

Posted on November 20, 2009 by John Hunter

Low inventory levels do not mean failing to have products available for customers. Now, if you manufacturing in huge batches and can’t respond to customer feedback then it might mean failure to predict customer demand does mean failure to deliver. … Continue reading →

Posted in Customer focus, Lean thinking, Management, Manufacturing, Process improvement, Systems thinking | Tagged Customer focus, customer service, Economics, lean management, lean manufacturing, Lean thinking, Process improvement | 2 Comments