I find it rather crazy that in the last week I have run into a handful of customer service situations that left me so frustrated (see the pic - this is me!).  Each incidence was annoying because either the follow-up or follow-through (or both!) were lacking.  I get it - my standards are ridiculously high since customer service is my expertise, but seriously people - it's not that hard to do it a little bit right! 

Appreciation, recognition, encouragement: ARE.  Together they make up a cost-free, fully sustainable fuel, one that builds self-confidence  and self-esteem, boosts individual and team performance, and keeps an organization running cleanly and smoothly.  ARE is more powerful than the fuels that make engines roar and space shuttles soar, because it propels human energy and motivation.  And unlike costly, nonrenewable fuels like oil and gas, its supply is inexhaustible.  You can give out ARE all day long, at home and at work, and wake up the next morning with a full tank.  In fact, the more we use, the more there is, because every time people receive some ARE they discover more of their own internal supply and start giving away the overflow.

-Lee Cockerell, Creating Magic

Business disappointments come in many different forms, and problem resolution is a dangerous one. Some disappointments you can anticipate, and the recovery is handled well, while others take you by complete surprise and leave you baffled at how the company has stayed in business. I, sadly, have one such story that has left us baffled. Often we share stories about how a service recovery situation saved us as a customer. The initial challenge was frustrating, but the company's response to the situation was well handled and feelings were neutralized.  This story does not have this result.

In our ProSo world, we live and breathe improving customer experiences.  It's the foundation of our business, supports every effort, and is at the core of every service we provide.  Truth be told- it's a bit of a thorn in our sides because we can't just be a "normal" customer in our day-to-day lives.  Every time we are the customer (and not on the ProSo clock), we over analyze and evaluate the experience.  We constantly think of what was done right, what could be done better, and more. This means our team is the perfect resource for creating a customer loyalty cheat sheet.  So here I present to you what a company can do to sell us and keep us coming back for more...

A good hockey player plays where the puck is.  A great hockey player plays where the puck is going to be.

-Wayne Gretzky

The start of a new year is a great time to think about looking ahead.  This usually means making fresh goals, which is certainly something we've talked about in the past.  But it can also mean thinking about the concept of anticipation.  Being proactive.  Seeing the future.  However you care to think about it, it's all about using what you already know to predict what will happen next.  

We know from the latest neuroscience research that our brains are programmed to "catch" the other person's delight and happiness whenever we see a genuine smile.  So…wait until you've been introduced, then as you shake your new acquaintance's hand and say her name, you smile broadly.  Body-language-savvy alpha leaders know this trick - it's as if you and your name brought a smile to their face.

- Janine Driver, You Say More Than You Think