tag:blogger.com,1999:blog-66479722010-01-27T00:57:29.181-08:00The Customer Service Blog of Kevin Eikenberry and The Kevin Eikenberry Group. This blog discusses and explores what great Customer Service is, examples of it, and the tools required by each of to WOW our customers and ClientsKevin Eikenberryhttp://www.blogger.com/profile/04997336500282309016noreply@blogger.comBlogger87125tag:blogger.com,1999:blog-6647972.post-23788196614825886262009-12-04T09:00:00.000-08:002009-12-04T09:00:02.795-08:00

This was the home of my blog from March 2004- November 2009.  Here you will find over 870 posts about leadership, training, learning and more.  I wrote here to help you become more effective and successful in all parts of your life. My business (and yours) looks different than it did in 2004 - and the world of blogging and blog tools is certainly different as well. For all of those reasons, I

Kevin Eikenberryhttp://www.blogger.com/profile/04997336500282309016noreply@blogger.com0tag:blogger.com,1999:blog-6647972.post-59878453037267210642009-09-30T02:18:00.000-07:002009-09-30T02:19:25.081-07:00

Sixteen years ago this week I left the comfort and security of a great corporate job at Chevron Corporation to begin my company, the company that is now known as the Kevin Eikenberry Group. A few weeks ago, when I shared the fact that it was about to be 16 years, someone commented, "16 years in business and married 23 years - and happy with both. Not everyone can say that."I smiled.I'm truly

Kevin Eikenberryhttp://www.blogger.com/profile/04997336500282309016noreply@blogger.com2tag:blogger.com,1999:blog-6647972.post-54521010567232805192008-11-28T04:35:00.000-08:002008-11-28T04:36:21.369-08:00

I just opened an email that told me I have been named a Distinguished Author by Best Management Articles. I don't share that to brag or make some sort of pronouncement. I share it here for the lesson it gives to all of us.If you want something, you must take action.I've been writing articles for several years - well over 300 of them at this point (not counting over 700 blog posts). In that time I

Kevin Eikenberryhttp://www.blogger.com/profile/04997336500282309016noreply@blogger.com2tag:blogger.com,1999:blog-6647972.post-4219408397203830312008-10-10T06:07:00.000-07:002008-10-10T06:08:10.152-07:00

Want to keep your organization out of recession? Consider these thoughts about the Six Cancers of Customer Care and how to overcome them.

Kevin Eikenberryhttp://www.blogger.com/profile/04997336500282309016noreply@blogger.com6tag:blogger.com,1999:blog-6647972.post-15393406293305446402008-09-17T12:00:00.001-07:002008-09-17T12:00:50.084-07:00

Here I am combining my love or learning and of beer to share a lesson relevant to us as leaders and marketers:Learning and education is a tremendous relationship building opportunity.When we help people learn new things, we are deepening our relationship with them.

Kevin Eikenberryhttp://www.blogger.com/profile/04997336500282309016noreply@blogger.com0tag:blogger.com,1999:blog-6647972.post-62809184867654937702008-05-04T06:17:00.000-07:002008-05-04T06:18:31.235-07:00

Staying connected is important for us in any number of roles in our lives: as leaders, as friends, as businesspeople, as marketers, as parents, as family members, as people.And while there are many ways for us to stay and get connected (including millions that don't include electronics, screens, or the internet), tools for building and strengthening relationships using the electronic/internet

Kevin Eikenberryhttp://www.blogger.com/profile/04997336500282309016noreply@blogger.com0tag:blogger.com,1999:blog-6647972.post-59657538977443210062008-04-20T23:47:00.001-07:002008-04-20T23:47:50.814-07:00

This post is about two things: recessions and a solution to them.Don't worry this is not an economic treatise about the definitions and causes of economic downturns sometimes called recessions. Rather, it is an explanation of how we can think about these events differently and, when these circumstances surround us, how we can improve our results regardless of what the media tells us.While

Kevin Eikenberryhttp://www.blogger.com/profile/04997336500282309016noreply@blogger.com12tag:blogger.com,1999:blog-6647972.post-75489848861485905142008-03-08T04:34:00.001-08:002008-03-08T04:34:47.431-08:00

I woke up this morning with the words from a Brooks and Dunn song in my head. I didn't know the title, but I assumed it was "I Believe". So, a bit later to iTunes I went to spend my $.99. After doing the search, I didn't find it, but I found 150 results, including an old Don Williams song that was popular on country radio when I was in high school. Yes, I dropped $.99 on it, and did another

Kevin Eikenberryhttp://www.blogger.com/profile/04997336500282309016noreply@blogger.com2tag:blogger.com,1999:blog-6647972.post-92079671353126589162007-12-13T19:18:00.001-08:002007-12-13T19:18:25.951-08:00

I recently read this somewhere:Being right is less important than being successful.This isn't the first time I've heard this idea, but when I read it this time it hit me as profound.Consider: - A leader who takes ownership of an idea of a team member, frustrating the team member and damaging trust. - An argument with a customer that becomes counter productive because being right becomes the

Kevin Eikenberryhttp://www.blogger.com/profile/04997336500282309016noreply@blogger.com6tag:blogger.com,1999:blog-6647972.post-81011155676523593442007-12-08T07:22:00.000-08:002007-12-08T07:24:58.859-08:00

Last week I attended the 2007 Author Pow Wow sponsored by 800-CEO-Read. At the end of the two day event the participants were asked to share a single word that encapsulated their feelings and thoughts about our time together.Words included: fun, invogorating, energy, relationships, genersoity, memorable, learning, and fattening (that was right on Ben). I chose the word Remarkable. The group

Kevin Eikenberryhttp://www.blogger.com/profile/04997336500282309016noreply@blogger.com1tag:blogger.com,1999:blog-6647972.post-3155848890698618062007-10-15T05:53:00.001-07:002007-10-15T05:53:31.170-07:00

That was the title of the sermon J.K. Jones gave at Traders Point Christian Church yesterday. While in this post I won't include the scripture references, I believe the five points he made are extremely relevant to all of us as leaders, team members, and professionals (and as human beings).He suggests asking these five questions regularly:Are my words true?Are my words helpful?Are my words

Kevin Eikenberryhttp://www.blogger.com/profile/04997336500282309016noreply@blogger.com2tag:blogger.com,1999:blog-6647972.post-14624428242429868552007-08-30T06:27:00.001-07:002007-08-30T06:27:56.431-07:00

I have a new hero - Denny Flanagan. Denny is a pilot for United Airlines and was the focus of a a front page article in Tuesday's Wall Street Journal. You can read the article here.Captain Denny does a variety of things for his passengers - and none of them are in the United employee handbook. Here are just a few examples:- he takes pictures of people's pets in the cargo area and show them to

Kevin Eikenberryhttp://www.blogger.com/profile/04997336500282309016noreply@blogger.com7tag:blogger.com,1999:blog-6647972.post-73191768684850705622007-08-14T02:49:00.000-07:002007-08-14T02:50:09.292-07:00

Diane Brady, in a recent Business Week blog post commented on a Customer Service horror story. She recounts how on trying to return a rental car 10 hours early, they (Avis) attempt to charge her an almost 50% premium on her rates!While she did negotiate those rates back down, it leaves me thinking about what I would do if I was the leader at Avis and at the counter at that location. Maybe more

Kevin Eikenberryhttp://www.blogger.com/profile/04997336500282309016noreply@blogger.com1tag:blogger.com,1999:blog-6647972.post-38807366796615790112007-05-04T03:58:00.000-07:002007-05-04T03:59:14.158-07:00

While reviewing a new program from Charthouse Learning called Leader Fish! (a program for leaders based on the Fish! philosophy, I heard a phrase used by Southwest Airlines people on the DVD. They talked about leaning towards the Customer.This comment was made talking about encouraging people to try new things and not to be afraid of making mistakes. The comment was that no one will ever get in

Kevin Eikenberryhttp://www.blogger.com/profile/04997336500282309016noreply@blogger.com3tag:blogger.com,1999:blog-6647972.post-81563831923833351422007-05-02T08:16:00.001-07:002007-05-02T08:16:35.584-07:00

To be the most effective as a communicator, it is our responsibility to communicate in ways that work for the other person. We must become adept at seeing the other person's perspective, their skills and their style. One of the best short pieces I've read recently on this truth was written by Guy Harris (who calls himself the Recovering Engineer) this week.This communication truth applies to us

Kevin Eikenberryhttp://www.blogger.com/profile/04997336500282309016noreply@blogger.com1tag:blogger.com,1999:blog-6647972.post-54382393075715944772007-05-01T04:59:00.001-07:002007-05-01T05:50:43.369-07:00

I had the distinct pleasure of reading a pre publication copy of Chip Bell and John Patterson's new book entitled Customer Loyalty Guaranteed. This book comes out this fall and I encourage you to put it on Amazon wish list today. The book delivers on its promise on helping you to create, maintain and lead for Customer Service and it's a book that you want when it is published by Adams Media in

Kevin Eikenberryhttp://www.blogger.com/profile/04997336500282309016noreply@blogger.com0tag:blogger.com,1999:blog-6647972.post-38930130012464963772007-04-18T03:23:00.000-07:002007-04-18T03:24:45.484-07:00

I am a customer of PhotoReading - a product of Learning Strategies. You can check out my reviews of both the book and the full system as written about in my newsletter, Unleash Your Potential.I also recently, partnered with Learning Strategies to promote this product to our Powerquotes list . . . which is why I write this post.A couple of my readers emailed me expressing concern about me "

Kevin Eikenberryhttp://www.blogger.com/profile/04997336500282309016noreply@blogger.com1tag:blogger.com,1999:blog-6647972.post-44015349004966538042007-03-09T04:51:00.001-08:002007-03-09T04:51:39.192-08:00

It seems everywhere I look, turn or listen I find messages about gratitude. I've always been a person who tries to "count my blessings" and be grateful for the wonderful (and even the not-so-wonderful) things in my life.I believe that when we need greater lessons and understanding of a topic or idea, if we listen, those lessons will be made available to us. The more I "notice" lessons on

Kevin Eikenberryhttp://www.blogger.com/profile/04997336500282309016noreply@blogger.com1tag:blogger.com,1999:blog-6647972.post-1170361097539676822007-02-01T12:18:00.000-08:002007-02-01T12:18:17.556-08:00

I met with a new friend today. He is the Vice President for Business Development at a bank. He told me he made a decision about six months ago. His decision? "I decided to stop selling banking solutions."He isn't a slacker - he hasn't stopped working or drawing a paycheck. But rather than trying to sell a banking solution he has been trying to connect and help people - to build

Kevin Eikenberryhttp://www.blogger.com/profile/04997336500282309016noreply@blogger.com1tag:blogger.com,1999:blog-6647972.post-1169550301413444702007-01-23T03:04:00.000-08:002007-01-23T03:05:01.426-08:00

In an organizational context, there are may connections between our work and helping others reach their goals. Consider:- It is our responsibility and opportunity as a leader to help others reach their goals.- As members of teams we have the chance to help others reach their goals.- As a trainer you are in a unique position to help people reach their goals- When serving Customers, by definition,

Kevin Eikenberryhttp://www.blogger.com/profile/04997336500282309016noreply@blogger.com2tag:blogger.com,1999:blog-6647972.post-1167916667326393172007-01-04T05:17:00.000-08:002007-01-04T05:17:47.340-08:00

It is hard to avoid it - even if you don't read the tabloids or watch tabloid TV, you probably know that Rosie O'Donnell and Donald Trump are having a spat. If you need a recap you can go here. I call it a spat, but they'd call it a conflict.And in the "conflict" is where there is at least two lessons for us.Lesson 1: If you want to resolve a conflict, you must know where the conflict comes

Kevin Eikenberryhttp://www.blogger.com/profile/04997336500282309016noreply@blogger.com0tag:blogger.com,1999:blog-6647972.post-1167840126134205802007-01-03T08:01:00.000-08:002007-01-03T08:02:06.163-08:00

Today is the final in my series of Seven Ways to Improve Your Professional Results in 2007 (or anytime). The first six suggestions are:- Create more energy in your life.- Commit to better working relationships.- Project a contagious, positive attitude.- Talk less, listen more.- Mentor someone.- Keep a journal.I've never been very good at those "which five CDs would you want on a desert island?"

Kevin Eikenberryhttp://www.blogger.com/profile/04997336500282309016noreply@blogger.com1tag:blogger.com,1999:blog-6647972.post-1166705771242047182006-12-21T04:55:00.000-08:002006-12-21T04:56:11.256-08:00

I have the opportunity to train and coach people on problem solving with some regularity. In fact, we recently built a one day customized problem solving and decision making workshop for one of our great Canadian Clients, OPTI Canada.In the workshop we talked about a problem solving mindset, what gets in our way, a problem solving process, and much more.Nothing we taught could be any more

Kevin Eikenberryhttp://www.blogger.com/profile/04997336500282309016noreply@blogger.com2tag:blogger.com,1999:blog-6647972.post-1165926679586410712006-12-12T04:31:00.000-08:002006-12-12T04:31:19.603-08:00

Last night I heard on television and this morning I read online about the NBA's decision to go back to the old ball on January 1 for the rest of the year.All of the new ball/old ball story can be referenced from this post, where I talk about the problem with the new ball from an important perspective - the perspective of the players (i.e. the Customers).The good news of this change back, is that

Kevin Eikenberryhttp://www.blogger.com/profile/04997336500282309016noreply@blogger.com1tag:blogger.com,1999:blog-6647972.post-1165576766734745672006-12-08T03:19:00.000-08:002006-12-08T03:19:26.746-08:00

In the National Basketball Association, the players have it (the ball).And this year the League has introduced a new ball - it is constructed differently and is made of a synthetic substance rather than leather (is nothing sacred?!?)The ball was developed and introduced to have more consistency in the way it handles and bounces. According to the experts (the players) it hasn't achieved those

Kevin Eikenberryhttp://www.blogger.com/profile/04997336500282309016noreply@blogger.com1