The first time I heard this expression, I had no idea what the person was talking about. Years later, after toiling in many different jobs in consumer affairs for a long time, I finally got it. It’s how you perform repeatedly over time that builds your professional reputation. This is something to be tuned into whether you’re hiring at your office or deciding which businesses to patronize.

I thought of the saying the other day when deciding where to buy a sandwich for lunch. Who makes the best chicken salad sandwiches, week after week, month after month, year after year? The Ambrosia Bakery on Ocean Avenue in San Francisco. Consistency and quality are what keep lots of us going back. Read more

I have to give the lab I complained about a big “thumbs-up” for responding quickly to my complaint about poor service. I waited 1.5 hours for a simple blood test due to inadequate staffing. I wrote to the head of media relations and in less than 24 hours, I received this response:

“We apologize for the poor experience you had during your visit. We are working on the appearance of our PSCs and staffing the labs appropriately. Unfortunately we are experiencing a shortage of service technicians and we are in the process of remedying this situation within the next 2 weeks. Along with this there will be re-training involved on how to handle PHI and confidentiality. Read more

We’ve all had bad customer service experiences, but how often do you take that next step and voice your concerns to someone with authority?

I’m so ready to do that. I’m speaking up about the appalling, inferior, sub-standard service I had this week at a blood lab. Have you ever waited 1.5 hours for a simple blood test? I noticed six or seven people ahead of me when I arrived, and estimated that it might be a 30-minute wait. But then, one of the two lab techs went to lunch! That left ONE—count ‘em—ONE woman to process paperwork AND draw blood.

By the time my turn came (at some point there’s no pulling out, Read more

You don’t hear this too often. “What could I have done differently, if anything, to win your business?”

The owner of a kitchen cabinet showroom sincerely wanted to know why I had purchased cabinets elsewhere. I had visited there weeks before while putting together a plan for my kitchen. I returned to his store to buy countertops because he was knowledgeable and friendly, AND not pushy. I wanted to give him at least some of my business.

I explained that my contractor and I had decided to go with custom cabinets instead, for a variety of reasons. He told me that asking that question repeatedly and listening to customers’ answers helped him improve his service. Read more

Take a look at this youtube.com video called Fraud: An Inside Look.

The Federal Trade Commission created this 10-minute video that shows you how easy it is to get conned. The deceptive practices range from making unsubstantiated earnings claims for business opportunities to giving phony references with people who are in cahoots with the fraudsters.

With the economic downturn, these types of scams are on the rise. If you’re approached with a questionable offer, the con man in the video suggests this one thing: “Fast no’s and slow yes’s. That’s all you have to remember.” Don’t get caught in their web and get pressured into anything on the spot. Read more

All of us have to resolve conflicts at one point or another. You might have disagreements with a co-worker, a relative, a spouse, a child, or with a business you hire. I was at a workshop recently where the expert introduced an approach for resolving conflicts that seems to work.

The method goes by the acronym LEAP, which stands for Listen, Empathize, Agree, and Partner.

Here’s how I used LEAP this week when dealing with a late delivery for my new gas range. First I called to see why the delivery hadn’t been made within the promised two-hour time slot. I LISTENED while the representative explained the crew was running late. Read more

In a recent Stephen Sondheim radio interview, the famous composer and lyricist made an interesting comment. “Familiarity breeds content,” he said, and that struck a chord (pardon the pun) with me. This is a play on the well-known saying, “Familiarity breeds contempt.”

Sondheim started me thinking about the meaning of his phrase as it applies to customer service and satisfaction. What came to mind was the contentment I feel when I have a long-term, on-going personal relationship with a provider. When I need my trees trimmed, I know Joe will take care of it, no problem. Toilet back-up? I have George’s phone number at my fingertips. I don’t need to shop around for another carpet cleaner; Read more