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Adele Sommers's Articles in Service

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  • Tips for Uncovering "Customer Hassles"
    When consumers aren't happy with the quality of their experiences, what will they do? Some people will contact your company to vent their frustrations about what they've been experiencing. But research shows that the vast majority will quietly take their business elsewhere and you might not ever hear why. To help you put a stop to the silent exodus, this article suggests four ways to uncover the causes of "customer hassles."
  • Quality Lives in the Eye of the Beholder
    Regardless of how good you believe your offerings or project solutions are, your clients and customers will be responding to "quality in perception" even more than "quality in fact." Quality in perception refers to things like courtesies, special considerations, a caring and personalized attitude, and a host of other subtleties that can lead us to believe that we are receiving something above and beyond what we're paying for.
  • Aim Your Sights at Your Customers' Downstream Success
    The way we approach projects can profoundly influence our customers' success. Often, we think primarily about what our customers asked for, even if it's not the best fit for their needs. Although it's commendable to listen to our customers’ wants, it's also possible to generate an incomplete or incompatible result based on superficial information. Here are three ways to turn "20:20 hindsight" into "20:20 foresight" in this regard.
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