Congrats and good luck!!
Congratulations on the new venture, Peter! I’m sure it will be a huge success!
Wonderful concept, very much needed! Customer service, and customer experience overall, has been flagging for years.
Mazel tov! it is about time.
Big fan of this approach, and delighted to see the helping, not selling juxtaposition and the center of this new company. It’s going to be great!
Congratulations! It’s no longer about first to market, quality of products and services, or market share.
It’s all about how well you treat every single person that you encounter in your business – from the employees, to the shareholders to the lady that empties the wastebaskets.
Here’s hoping the companies that need S|H the most are smart enough to bring you in before they have to shut the lights off for the last time…
All the best for success!
Congratulations! Looking forward to watching your success.
Oh, and yes … I’d like to go Skydiving. Seriously.
Fantastic. I look forward to your results.
Why am I switching to T-Mobile from AT&T when my contract is up in Oct.? I came over to AT&T as a Cingular customer. Cingular was great, but AT&T has shown me time and time again over the years that they don’t give a shit about me. They haven’t earned one microbit of my loyalty.
Why am I now a loyal customer of Sierra Nevada Brewing? Years ago, I tried on tap the then-new Sierra Nevada Torpedo. I loved it. Later on I started seeing it bottled and found out that it had become a year-round beer for them. I then emailed them to tell them how much I liked it and how excited I was to see that I could get it regularly in Brooklyn. I got a nice standard email reply saying thank you. About a week later I got a small padded envelope in the mail from Sierra Nevada with a hand-written thank you note, and a metal Sierra Nevada bottle opener keychain (which I use to this day), eco pen, coasters, and more. I never forgot that, tell everyone, and am now a life-long customer of the brewery. I can’t say it increased their revenue, at least significantly, but it made me happy and I am thrilled to support them.
Your services are sorely needed.
Fantastic, Peter — congratulations!
What a great venture! Congratulations on being part of the solution. If you need pitch fodder, I’m happy to share my tale of walking into a Toyota dealership with the title to my old car and my checkbook…. Only to leave a few hours later because the salesmen were too busy trying to upsell that they talked me out of the car I wanted to buy. Someone needs to save these guys from themselves.
Congratulations, Peter! Your success will mean success for all – clients, customers, all of us. (I’ll say “thank you,” in advance.)
Congrats to the launch team!!! I ran customer service for Hitachi for more than a dozen years. Holler if I can help.
Congrats, Peter and Rachel. This is great news.
Congratulations and I am interested and excited to see what CS programs you develop. One of the huge problems that other CS training and consulting firms encounter is the issue of making certain that the client actually deploys the newly trained skills sets and implements the new CS strategies as well. Sounds, looks, feels good at first but making sure that everything is sticky….ah, that’s another situation altogether. I’ll be watching carefully as I have a sales consultancy and stickiness has always been something that we deal with….and have been doing so these past 26 years in biz! Good luck!
This is brilliant and needed. It’s a shame we have to remind people how to be human again and treat others like we like to be treated.
Sometimes companies are in such a hurry to get more, more and more, they don’t serve the customers they already have who if treated right, will spread word-of-mouth for them and they won’t need an advertising budget. G.A.S. = Give a Sh*t Marketing. (As Ken said)
Best of luck, Peter. Kick some complacent ass.
Sounds like you’re bringing awesomeness back, wish you the best of luck with the new venture 🙂
This is excellent news! I can’t wait to see the results and the changes. Congratulations to both you and Rachel!
Love it, and couldn’t agree more! We serve job-seekers, and we have always made it a priority to get great, easy, and friendly client service. It’s a big differentiator for us (try getting a real person to talk to you from almost any other job board), and it honestly just is the right thing to do. Love that you’re spreading the gospel!
Congratulations & best wishes!
I like that shankmanhonig.com prominently displays “Contact Us”
Peter – – This is fantastic! I will be reaching out soon. I would love to buy you a coffee and talk about this new venture of yours. I actually have an article coming out on Agency Post about this very issue … one I constantly rail on. Stay tuned!
Congratulations and best wishes. Loved your book, Nice Companies Finish First! Keep up the good work!
Congrats to you and your partner!
I have been saying this for a long time. Finally someone is working towards the goal of restoring customer service.
The biggest problem with speaking to customer service agents and from being a call center agent that I have seen is the requirement to sell.
Too many corporations force sales quotas on their customer service and technical support agents. The only purpose of these agents should be to assist customers!
Sales, Customer Service and Technical Support should always be separate, and companies should be investing in the specialization of those three *different* assets.
As a customer, if a service agent tries to sell me something after I have called in for a problem, I am *much* less likely to use their services in the future.
Please get with Capital One, Time Warner, T-Mobile, American Airlines, Delta Airlines, Continental Airlines, Anything else with “Airlines” at the end, and every single web hosting company.
Terrific… though if you really are successful (and of course, I hope you are!) there may be fewer posts on NotAlwaysRight.com for me to laugh at!
This is awesome. I can’t think of a better person to advices businesses on how to get their service issues together. I look forward to reading more as you get things going. Best of luck to you and Rachel!
great concept Peter… best wishes to you and Rachel in this new venture… you are 100% correct on your thinking and it is high time people DO something about it!! I’m in your corner. big time.
Looking forward to watching your success
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