Success Mastery: Excellent Customer Service Will Win Every Time If The Price Is Right

ExcellenceWhen you look at the data and the results it is easy to understand why a business is successful and another one fails. Amazon continues to expand what it offer and levels of service. They are obsessed with getting it right and your satisfaction. I am a Prime member and I think it costs about $79.00 a year. What that gets me is free shipping and fast delivery. I recently ordered several items that I use regularly the prices were better than Sams Club and delivered right to my door in 2 days. It is amazing service and that is the key to success in business.

Have you been to a Radio Shack lately? See the point? Relentless attention to delivering what the customer wants is key. For the record I am not knocking the helpful attitude of people who work at Radio Shack. In fact their willingness to help is generally far greater than what you will find at most retail stores. However, look at the rest of the picture of customer service. I have never received one email from Radio Shack and I am a customer. I receive emails from Amazon everyday. Because Radio Shack does not communicate with me I have no idea of what they are recommending or promoting and they have no idea of what I think of their service. On the other hand Amazon asks me to rate every transaction.

I am not an insider to Amazon and do no work for them. I would make a strong bet they have statistics on all areas of performance and are consistently looking for ways to improve. In reading articles about and interviews with Jeff Bezos, my impression is he operates at the level of founder as well as anyone in the world. He focuses on what will Amazon look like three to five years from now and even beyond. Most executives have no idea as to the precise roles of a founder, CEO and CFO. Most companies follow traditional organization structure and classical organization behavior still taught in most business schools. If those principles worked, companies like Radio Shack and others would be thriving.

Is there an absolute fool proof roadmap. My answer is yes with one qualification: people must use and implement it. Want to know more? Call Me.

Steve Pohlit Professional Speaker, Published Autho
Steve Pohlit, Professional Speaker, Published Author, Coach, Real Estate Investor
Steve Pohlit

Customer Service For AT&T's iPhone 3GS Network

Everyone I know who has an iPhone experiences drop calls. Some more than others. I am no exception except that I don’t accept dropped calls as normal.

In all fairness, my iPhone 3GS works very well most of the time. Recently I have spent time in California, Toronto, Chicago, Edmonton, Alberta. My home is in Florida. With all of this travel I had very little difficulty with service. My service issues begin when I near my home….within about 100 ft to be more precise. I have several iPhones since 2007 when the first iPhone was released. Since then I have had several periods of weak connectivity but overall I have not had a problem. That changed beginning late last year.

Once it was clear to me that something had changed and my phone was not the problem. I began calling AT&T.  I think having to do that should be considered as a terrorist interrogation technique.  There have been a couple people in that company I connect with who were very nice to talk to and demonstrated they understood the issue.  They also assured me the problem would be fixed.  The problem is not fixed.  And tech support actually misrepresented the action the took. I was told today that an engineer had been dispatched to my home area and found nothing wrong.  No engineer ever showed up and the most that was done was for someone to look at some screen and conclude their towers were operating properly. I never doubted that because a malfunctioning tower would be detected and fixed.

If I heard it once I heard this once I heard this at least 5 times just this week. We apologize, our towers are fine. Please be sure your software is up to date and turn your phone off and on as we sent some data or something to your phone.  There is a lot more but the bottom line is, this issue is not resolved and the discussions I had with tech support were totally not helpful.

Business Marketing 101: make sure you invest in retaining the people who are doing business with you now.

Business Problem Solving 101: Variance are solved one person at a time.

Business Relationship Building 101:  Almost nobody expects technology or any product for that matter to work perfectly all the time. It is how you handle the problem that determines whether you are building positive or negative goodwill.

My Conclusion About AT&T

1. There are indicators AT&T’s network is inadequate and Apple which is an excellent company will find alternatives.
2. AT&T continues to fuel negative goodwill
3. Markets have a way of compensating for weakness. Look at how many companies that were once huge have or are near closing their doors.

Key Lesson For Those Learning Business Principles: Pay attention to what the losers do and then …don’t do that.

Sending you energy of health, happiness, prosperity

Steve Pohlit

Business Consulting, Executive Coach
Turnaround/Crisis Management
Temporary CEO, CFO, Controller Services
International Business Resources

Social Media Services
New Digital Media, Inc.



Linked in




About: Steve Pohlit is a CPA,MBA and has been the CFO of several major domestic and international companies.  Steve is The Managing Director of  Top 1 Coaching/Consulting of  The JT Foxx Organization. He is  an expert business coach and consultant focused on building massive business  profits and net asset value. He is very experienced with Internet marketing and social media marketing.  All articles published by Steve unless specifically restricted may be freely published with this resource information.

Customer Service: To The Point…Harvey Mackay and The Cab Driver

Thank you Debbie Demboski, Regional Director/Owner of Interiors by Decorating Den for sending me this great story. Contact Debbie for your own  franchise  or decorating services. Ph.800-866-9499  Decorating Den serves most markets in the US and Canada.

No one can make you serve customers well. That’s because great service is a choice.

Harvey Mackay, tells a wonderful story about a cab driver that proved this point.

Harvey was waiting in line for a ride at the airport. When a cab pulled up. The first thing Harvey noticed was that the taxi was polished to a bright shine. Smartly dressed in a white shirt, black tie, and freshly pressed black slacks, the cab driver jumped out and rounded the car to open the back passenger door for Harvey .

He handed Harvey a laminated card and said: ‘I’m Wally, your driver. While I’m loading your bags in the trunk I’d like you to read my mission statement.’

Taken aback, Harvey read the card. It said:

Wally’s Mission Statement: To get my customers to their destination in the quickest, safest and cheapest way possible in a friendly environment.

This blew Harvey away. Especially when he noticed that the inside of the cab matched the outside. Spotlessly clean!

As he slid behind the wheel, Wally said, ‘Would you like a cup of coffee? I have a thermos of regular and one of decaf.’

Harvery said, ‘I’d prefer a soft drink.’

Wally smiled and said, ‘No problem. I have a cooler up front with regular and Diet Coke, water and orange juice.’

Almost stuttering, Harvey said, ‘I’ll take a Diet Coke.’

Handing him his drink, Wally said, ‘If you’d like something to read, I have The Wall Street Journal, Time, Sports Illustrated and USA Today.’

As they were pulling away, Wally handed my friend another laminated card, ‘These are the stations I get and the music they play, if you’d like to listen to the radio.’ And as if that weren’t enough, Wally told Harvey that he had the air conditioning on and asked if the temperature was comfortable for him.

Then he advised Harvey of the best route to his destination for that time of day. He also let him know that he’d be happy to chat and tell him about some of the sights or, if Harvey preferred, to leave him with his own thoughts…

Tell me, ‘have you always served customers like this?’

Wally smiled into the rear view mirror. ‘No, not always. In fact, it’s only been in the last two years. My first five years driving, I spent most of my time complaining like all the rest of the cabbies do. Then I heard the personal growth guru, Wayne Dyer, on the radio one day. He had just written a book called You’ll See It When You Believe It . Dyer said that if you get up in the morning expecting to have a bad day, you’ll rarely disappoint yourself. He said, ‘Stop complaining! Differentiate yourself from your competition. Don’t be a duck. Be an eagle. Ducks quack and complain. Eagles soar above the crowd.”

That hit me right between the eyes,’ said Wally. ‘Dyer was really talking about me. I was always quacking and complaining, so I decided to change my attitude and become an eagle. I looked around at the other cabs and their drivers. The cabs were dirty, the drivers were unfriendly,and the customers were unhappy. So I decided to make some changes. I put in a few at a time. When my customers responded well, I did more.’

‘I take it that has paid off for you,’ Harvey said.

‘It sure has,’ Wally replied. ‘My first year as an eagle, I doubled my income from the previous year. This year I’ll probably quadruple it. You were lucky to get me today. I don’t sit at cabstands anymore. My customers call me for appointments on my cell phone or leave a message on my answering machine. If I can’t pick them up myself, I get a reliable friend to do it and I take a piece of the action.’

Wally was phenomenal. He was running a limo service out of a Yellow Cab. I’ve probably told that story to more than fifty
cab drivers over the years, and only two took the idea and ran with it. Whenever I go to their cities, I give them a call. The rest of the drivers quacked like ducks and told me all the reasons they couldn’t do any of what I was suggesting.

Wally the Cab Driver made a different choice. He decided to stop quacking like ducks and start soaring like eagles.

How about us?

Smile, and the whole world smiles with you… The ball is in our hands!

A man reaps what he sows. Let us not become weary in doing good, for at the proper time we will reap a harvest if we do
not give up… let us do good to all people.

Ducks Quack, Eagles Soar

Have a nice day, unless you already have other plans!


Sending you energy of health, happiness, prosperity

Steve Pohlit

Business Consulting, Executive Coach
Turnaround/Crisis Management
Temporary CEO, CFO, Controller Services
International Business Resources

Social Media Services
New Digital Media, Inc.



Linked in




About: Steve Pohlit is a CPA,MBA and has been the CFO of several major domestic and international companies.  Steve is a business owner and an expert business consultant focused on building profits and net asset value. He is very experienced with Internet marketing and social media marketing.  All articles published by Steve unless specifically restricted may be freely published with this resource information.

The Secret of How Staples Business Depot Became The Largest In Canada

Click Here for the details of this story: In summary, at first glance it appears the company’s success is do to ……let the President Steve Matyas tell it: “It sounds like a cliché, but everything we do is about making shopping easy for our customers. We continually ask ourselves and our customers, ‘What can we do to make shopping with us easy?’”

Specifically what are they doing better than their competition and pay very close attention to this as there are very valuable lessons to be learned:

1. Clearly defined niche – small business owner.

2. Establish a process for staying in touch with their customers and then offering the products and services they want and need. Have you heard the message: find an hungry market already spending money on what you are offering then position your offer better than your competitors?

3. Make is easy for your customers to do business with you. In the article you will notice there are different size store models depending on the market. Staples cannot profitably operate the same store format in all markets because of demographic differences.

4. After following the first three steps they are able to reap the rewards of their focus on “making shopping with us easy” and they know how important it is to have the right employees in their stores to execute on this goal. Notice their emphasis on innovative recruiting to attract people they need for their growing business.

This is a great example and lesson of a business understanding and serving their customer.

Sending all my readers the energy of vibrant health, happiness and prosperity.

Steve Pohlit

Steve is the President of International Business Consulting Resources. His firm specializes in guiding companies to rapid increases in revenue and profits with a sustainable growth rate. Don’t miss my FREE Report: How To Make More Money With Your Business Now and Long Term I am building my practice and welcome new client inquiries. Call me for a fee consultation at 727-587-7871 Remember many of my business building articles can be found at Steve Reports and my prosperity building tool (best tool ever for helping you manifest your goals and dreams) is The Prosperity Tool Chest and guiding articles posted very often at Prosperity Tip

The Best Guarantee I Have Ever Seen

Read this ….enough said.

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