by Steve Miller | Oct 21, 2013 | customer service, experience marketing, the customer
As I wrote about in my previous post, I recently keynoted the Independent Distributors Association annual convention in Banff, Alberta, Canada. If you’ve ever hired a speaker for an event, you know it’s a risky proposition. You can watch a speaker’s...
by Steve Miller | Oct 14, 2013 | customer service, the customer
Last week I keynoted for the Independent Distributors Association annual convention. Lucky me, this year's meeting was at the Banff Springs Fairmont Hotel in Banff, Alberta, Canada. Even though Seattle is only a 90-minute flight from Calgary, I'd never been to...
by Steve Miller | Sep 18, 2013 | the customer, transparency, Trust
Next month I'm speaking in Banff, AB for the International Distributors Association. They are a world wide non-profit association of independent businesses that supply quality parts, service and equipment to the heavy construction industry. In preparation...
by Steve Miller | May 13, 2013 | customer service, the customer, Word of Mouth
Two dumb vendors: Dear Morning Glory Landscaping, You're fired. Eight months ago our landscaping service told us they were stopping service in south King County. They were based in Seattle and decided it was too difficult to manage customers farther away. So we...
by Steve Miller | Mar 12, 2013 | customer service, experience marketing, the customer
When do you think you should practice excellent customer service? Sometimes? All the time? Only when someone's watching? I assume you're thinking, "Well, duh, Steve, we practice it all the time! We always deliver great service!" But do you? I ask...
by Steve Miller | Feb 10, 2013 | customer service, the customer
How often do you check in to a hotel at, say, 1:00 and they say something like, "Well, our check-in time IS 3:00." And don't they always say it condescendingly? Imagine my surprise this week when I arrived at 11:00am to check-in to the Treasure Island...
