About Us • Become a Client • Training • Testimonials • Shopper Agreement • Sign Up • Contact Us
Back to Home Page     

Click here to reach posted information


''If one or more of the legs on the stool is missing or broken, your advertising, marketing and training investment can be a waste of money''

For years, I have used the analogy that ''You never have people problems, you only have management (Leadership) problems.'' Usually these problems are lack of systems in place to take care of the problems. The three legged stool is a system. It is important for you to address all three legs of this stool to make sure that the system is balanced to meet your goals.

Customer excellence starts with how you engage and serve your customers. Successful companies have grasped the importance of taking a balanced approach as to how they address their customer service. Balance comes from keeping the key business drivers in place. Think of a three-legged stool. In order to stay upright and be able to support weight, all three legs must be strong and secured to the top (Leadership). If even just one leg is weak or missing, the integrity of the entire stool is compromised.

The Magnificent ''7'' Customer Service Mistakes Businesses are Making Today!

1. Not giving the right first impressions
2. No presentation skills-selling benefits
3. Not asking probing questions to qualify needs
4. No product knowledge
5. Not asking for the business-closing
6. Not getting marketing information down to the frontline people
7. Not having the three legged stool in place

Now think of your customer service as a three-legged stool. All three of its legs must be in top condition in order to succeed. The three legs are Training/Coaching, Measuring/Accountability and Recognition/Awards. Each must succeed in its own right in order for your customer service to excel. It’s important that you have a clear picture of how you’re doing on all three legs of the stool. You need to be able to assess the indicators that describe your success and/or failure. Just like the gauges in your car or truck, you need gauges to keep track of how you’re doing with your key customer service drivers; Training/Coaching, Measuring/Accountability and Recognition/Awards. By building your own gauges, you can more easily monitor and focus on the status of these building blocks of your success.
 Call us Today 541-312-4183 © 2004 Excellence in Customer Service. All Rights Reserved Contact Us