You are currently browsing the tag archive for the ‘Customer satisfaction’ tag.
You might remember that I wrote about Heart and Soul Paratransit last year, and the progress he’s made has been amazing. If you recall, this business is dedicated to transporting infirm and disabled for medical treatment.
That’s what taxi services, Dial-A-Ride and Dial-A-Taxi supposed to do, of course, but the service is … unpredictable and unreliable.
JASON BRABSON’S HEART ACHES for the injustice he’s seen.
His most recent career has been as a mobility cab driver, and he’s directly seen how cruel transportation can be for the disabled and elderly. Public options aren’t great in this town, and private companies don’t treat their passengers well at all.
So Jason’s fixing it.
Yet it’s such a powerful addition to creating a healthy life.
I’ve been talking with Becky Garcia, who heads up Garden of Healing Massage Therapy here in Windsor. And I’ve had a chance to peek behind the scenes of the creation of her heart-centered service.
A COUPLE OF WEEKS AGO I talked about how gratitude yields generosity. But that’s not the end of the game by any means.
Generosity also brings results, one being loyalty. When you’re generous, people think more highly of you. They want to work with you more.
Stunning insight, right?
HAPPY LUCKY’S TEAHOUSE is a little shop in downtown Fort Collins. They have the largest tea selection in Colorado, as displayed on their ever-growing “Great Wall of Tea” alongside teapots, accessories, and silk scarves.
Silk scarves? What’s that about?
It turns out that those scarves were an important part of the genesis of this business. Read the rest of this entry »
MEDICAL CARE is going through traumatic changes in this country. You might not be aware, but primary care family physicians are disappearing rapidly – either by being gobbled up into large care groups, or going out of business.
The net effect of this is that quality of primary care is going down and options are disappearing.
Read the rest of this entry »
THIS WEEK I’VE BEEN PONDERING the concept of delivering outrageous value for my clients. This isn’t unique to coaches, of course – it’s something which can make any business stand out from the crowd.
For instance, I was speaking with the owner of an engineering product/services company. That’s a bit dear to my heart, actually, since I started my career that way.
This company has great products, of course – highly technical, as you’d expect. But that doesn’t really say much about the nature of the company. Read the rest of this entry »
WHEN A CHILD needs to go wash her hands, it’s best not to say, “don’t touch the walls!” That’s the surest way to ensure that you’ll get handprints all over the place.
Instead, you give them the positive instruction, “keep your hands together until you get to the bathroom!”
The idea is that the word “not” tends to be filtered out, and you’re firmly planting the unconscious message, “touch the walls!” This has been verified through experimentation, and I’ve seen it work in practice.
The same works for adults.
DR. ART MISSIRLIAN, DDS, heads up a small dental practice here in Fort Collins. Full disclosure: he’s been my dentist since he launched the business in 1987.
I’ve appreciated his quality work and attention to customer service over the years. But that’s really just the kind of service one would expect. If I’d been disappointed, no doubt I would have gone to one of the many other professionals in town.
I realized a few years ago that he brings his Christianity forth as part of his personality. It’s not a huge part of his approach, but you’ll find in his bio on the website. You might find Christian music in the background in his waiting room, and the directory of local Christian businesses.
It’s not a huge part of his marketing approach, though. Read the rest of this entry »
WE HAVE ALL HEARD the traditional wisdom that keeping employees happy results in happy customers, which brings in more money, which makes you insanely rich.
But honestly, I don’t see too many companies which actually structure around this kind of philosophy. More often, building a great and loyal employee base is more like “do as much as we can afford.”
I met Pete Gazlay a few years ago, when both he and I had just started our businesses. After working in the industry for a decade, he created Total Facility Care to service business janitorial needs in northern Colorado.
Yeah, I know – has this just got to be just the most boring industry ever? Let me tell you about why TFC is special.