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Posts Tagged ‘customer service’

What a dog can teach us about customer service

By Jim Whitt After picking up the mail Charlie Mitchell and I were on our way out of the Post Office when a man pointed to Charlie and asked, “Is that a service dog?” Before I could answer he added, “If he’s not you can’t bring him in here. I might get sued.” “Are you the postmaster here?” I asked. “No, I’m the station manager,” he replied. I stuck out my hand and said, “My name is Jim Whitt.” He reluctantly took my hand with a limp grip but didn’t offer his name in return. “I’ve done a lot of… Read More

June 9th, 2018 at 4:53pm

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Your answer to this question will help determine your success in life and business

By Jim Whitt I walked into an optometry shop looking for a new pair of glasses. I spotted someone who I thought was an employee sitting at a desk. She looked up at me but didn’t say anything so I thought she must be a customer waiting to be helped. I looked at the displays and tried on frames for about 15 minutes when the woman at the desk finally asked, “May I help you?” I thought the fact that I had tried on frames for a quarter of an hour might have been a clue but I held my… Read More

February 11th, 2015 at 9:42pm

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Six magic words: What can I do to help?

By Jim Whitt I was on a packed flight on small jet flying from Garden City, Kansas to Dallas. The flight attendant was frantically trying to cover all the bases required to get the plane off the ground. In the bulkhead seat two rows in front of me was an elderly woman who insisted on keeping her bag on the floor which of course was against regulations. There is only one flight attendant on these small jets and this attendant was losing her cool. The elderly woman spoke no English and the frustrated attendant kept raising her voice telling the… Read More

October 6th, 2014 at 11:14am

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Is your business sustainable?

By Jim Whitt When was the last time you saw someone using a Blackberry? In the not too distant past they were the king of the mobile phone hill. Now they are struggling to survive. They cut 4,500 jobs in 2013 and accepted a buyout offer from a private equity firm for only $9 a share. That’s how quickly things can change in the world we live in today. Blackberry is proof positive that your business could be on the brink of imploding and you might not know it until it’s too late. The window of opportunity is unforgiving in… Read More

April 23rd, 2014 at 4:48am

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The brilliance of today’s success can blind us to the opportunities of tomorrow

By Jim Whitt When you walk into a fast-food restaurant, how long do you expect to wait from the time you order until you get your food? Five minutes? No, five minutes seems like an eternity in a fast-food place. Think about that — fast-food. It’s part of our culture. Where did the concept for fast food begin? Fast-food started when the McDonald brothers opened a drive-in restaurant in San Bernardino, California back in the 1930s. It had car hops and curb service. It looked like a scene from the movie American Graffiti. It took about twenty minutes from the… Read More

February 4th, 2014 at 9:41pm

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What a dog can teach you about customer service

By Jim Whitt After picking up the mail Charlie Mitchell and I were on our way out of the Post Office when a man pointed to Charlie and asked, “Is that a service dog?” Before I could answer he added, “If he’s not you can’t bring him in here. I might get sued.” “Are you the postmaster here?” I asked. “No, I’m the station manager,” he replied. I stuck out my hand and said, “My name is Jim Whitt.” He reluctantly took my hand with a limp grip but didn’t offer his name in return. “I’ve done a lot of… Read More

February 26th, 2013 at 5:25pm

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Ask, listen and act: You’ll be amazed at what happens

By Jim Whitt I had no idea what a great listener Kent Stroman was until he wrote a book entitled Asking about Asking: Mastering the Art of Conversational Fundraising. In the preface he writes about what inspired him to write it: “It really began a few years ago during a conversation with my friend Jim Whitt. As we were getting acquainted he asked if my thoughts had been recorded in a book. After I responded in the negative he exclaimed, ‘Kent you owe it to your audience to leave them with more than just a memory of what you have… Read More

August 17th, 2011 at 10:05pm

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Take a Look in the Mirror

By Jim Whitt A couple of weeks ago I wrote about some customer service experiences that served as lessons for what shouldn’t happen. Unfortunately those experiences are increasingly becoming the norm. So much so that when we have really great customer service experiences we are surprised. I managed to have a couple of great customer service experiences on a trip to Houston this week for a speaking engagement. For all you road warriors out there, you know what a difference it makes when the people you fly and stay with make your journey just a little more enjoyable. If you’re… Read More

April 14th, 2010 at 8:34pm

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Turn Down the Sound? No Problem!

By Jim Whitt I was meeting with a business associate at a coffee house one day and the music was so loud we were about to resort to sign language to converse. I walked up to the counter, got the attention of the barista and yelled, “Could you please turn the music down. We can’t hear each other talk!” He shook his head and yelled back, “We don’t have any control over the volume!” Oh really? I suppose aliens on the planet Starbuck are beaming the music in. It reminded me of the opening narration of the old Outer Limits… Read More

March 24th, 2010 at 9:09pm

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Who’s the Boss?

By Jim Whitt I like heavy starch in my jeans. Not my everyday jeans but my Sunday-go-to-meeting jeans. The ones I wear for important occasions like funerals and speaking engagements. When I pick up my jeans at the cleaners I have a simple test to determine whether or not they have enough starch in them. I try to stick my hand up a pants leg. If it has enough starch in it, I have to peel it apart. If they pass that test they are starch-worthy. The place that does my jeans now has two employees at the location I… Read More

February 11th, 2010 at 9:23am

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