There is one commanding truth in customer service, it’s simple: Your clients will surprise you.
Let’s take, for example, me. I choose my yoga studio based, in-part, on the ceiling. It’s guaranteed none of my yoga teachers know this (until now). There’s no way to know this about me unless it’s specifically asked. This is a perfect example of a consumer whose purchasing decision is not tied directly to the obvious or marketable aspects of the organization. Continue Reading