Great customer service is more than being nice (though that is important). It’s also about making a customer’s life easier. Great customer service examines every interaction with a customer and asks, “How can we make this even easier for our customers.” Continue reading Great Customer Service is More than a Smile
You might be wondering why a blog hosted on an iPhone repair site is writing about the opening of a grocery store in Chicago. That’s not what this post is about. Instead, it’s a short story about the man I met as I was leaving the store… Continue reading Mariano’s Opening Day in Ukrainian Village
I own a own small business and have done a lot of interviewing over the years. I’m the one sitting on the hiring side of those interviews, and there is one question that gets asked by almost every person:
“What opportunities are there for advancement?”
I hate that question because in my business, like most small businesses, there’s basically everyone doing the day-to-day work and then me. That doesn’t leave a lot of room for pre-defined corporate advancement. Yes, we have big plans as a company and hopefully those advancements will be in place some day. But I’d like to suggest, even if that happens, there is a much better question to ask: Continue reading A better interview question & 5 steps to succeeding in your company.
A few days ago I went to our Chicago Yelp page to find that someone had gamed Yelp and managed to update our company profile picture to a close-up of a young woman that has absolutely nothing to do with our business (we fix broken iPhones and iPads). It doesn’t even show her holding a phone. It looks like a Match.com profile picture.
Great customer service is more than being nice (though that is important). Truly great customer service makes your customer’s life easier. It always starts with the question, “How can we make things even easier for our customers.” Continue reading What is truly great customer service?
We recently received an email from one of our customers concerning his daughter’s iPhone which was rebroken. Our warranty policy does not cover phones that are dropped and broken again but we had a new employee working when he initially called us and he was told we would refix it for free. When he came in, the employee that actually helped him that day, a different employee, told him we don’t cover new damage. He was very upset and requested to speak to the owner.
That would be me.
Because of the confusion, I decided we’d make an exception and fix his phone again at no charge.
Then later that day he sent me a very legalistically worded email which included the following couple of sentences:
Recently I was asked to write for a great Chicago startup blog called Technori. A few weeks ago they had me do a three part series on time management. The ironic thing is, each post turned out to be pretty long and it took a fair amount of time to read all three of them. So I decided to distill the top points from each post right here in something much shorter and quicker to read.
About 4 months ago I did a post on how to find a good employee using Craigslist. We’ve used the techniques discussed in that post a few times since then and hired several great, new employees. That said, we still get a lot of responses from people that make me scratch my head. So I decided to complement that first post with some advice for prospective employees.
This is a post about dealing with mistakes. To illustrate the process we use at JCD Repair, I’m going to use an example of an iPhone 4 that we broke. Before I go any farther, I’d like to state one thing: Our repair technicians are fantastic and they do an incredible job.
I don’t say that to brag or for marketing reasons, but I want you to know that what happened here is extremely uncommon. In the past year we’ve fixed over 12,000 iPhones, iPads, and iPods with a 99.9% success rate. That said, once in a very rare while we make a mistake. That’s what this post is about. Mistakes. They are fact of life – business or personal life – and it’s what you do after a mistake happens that really defines who you are as a business or as a person.
So without further ado, a real world example of a mistake and how we dealt with it…
About 3 or 4 months ago I read a blog post that completely changed my outlook on public relations and online marketing. Here is the fundamental idea:
Most businesses have a lot more to offer than they are actually selling to customers.
On first reading that might not sound profound or revolutionary but if you think about it for a few days, you’ll start to see an insight here that can completely change the way your businesses interacts with the world. For us, this revelation helped to land JCD Repair on the NY Times blog last Tuesday and then appear in their print edition on Thursday. Continue reading Your Business Has More to Offer Than its Products