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Reaping the Rewards of Consistency In Business
Customer Service, Lori Saitz, Women In Business
Reaping the Rewards of Consistency In Business
7 June 2010

One Tuesday, when you show up at 2 pm, it’s open; the next Tuesday, it’s closed until 3:30. And the following week, it’s open from 9:00 until 1:00. On top of that, this store changes its logo and storefront signage every week, as well as what kind of merchandise it carries. Read more…

The Power of Following Up With Customers
Customer Service, Lori Saitz, Women In Business
The Power of Following Up With Customers
5 March 2010

As a successful business person, you probably have an effective system for staying in touch with your prospects throughout the sales process. If not, you could be missing out on significant opportunities. From hot water heater to just… Read more…

3 Ways Business Can Cultivate Great Customer Service
Customer Service, Lori Saitz, Women In Business
3 Ways Business Can Cultivate Great Customer Service
8 December 2009

I started thinking about this question the other day after an experience with Comcast involving the exchange of our old, regular cable box for an upgraded one with DVR, as part of the new contract negotiated by our homeowners association. A week after installation of the new box, I turned on the TV to see a message on the screen that said the cable box I had was not authorized and an 800 number to call for assistance. Ugh, really? I have to call Comcast for help? Past experience taught me to expect a long hold time. Read more…

When Customer Service Really Begins: A Story on Trust and Hidden Fees
Customer Service, Lori Saitz, Women In Business
When Customer Service Really Begins:  A Story on Trust and Hidden Fees
16 September 2009

The person on the other end of the phone introduced himself and asked if I recalled seeing emails from his company, as they’d sent me a few over the past couple of months. I said I’d seen some from companies with similar offerings, but I wasn’t sure if any were specifically from his business. We exchanged questions and answers for about seven minutes and then he kind of slipped in an “Oh by the way, we charge $199 to set up. Read more…

‘She Hung Up On Me’: Success and Failure in Owning Customer Service
Customer Service, Lori Saitz, Women In Business
'She Hung Up On Me': Success and Failure in Owning Customer Service
30 July 2009

I do believe that everything happens for a reason. But yesterday I struggled with that universal truth. A day earlier, I’d shipped an important package via overnight express. Read more…

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