Matthew Harmer

For anyone who works in the service industry, I’m sure the words “the customer is always right” have a bit of a triggering effect on you. You might cringe or shudder as I do. Because even though we’re in customer service, sometimes the customer is just WRONG!  via GIPHY But even when the customers are … Continued

Customer Service Word Choices: What to say to your customers (and why, and how). We have all heard the saying, “It’s not what you say, but how you say it that matters.” Of course, it’s no surprise that the tone of voice matters.  However, research by conversation analysts suggests that it’s not just how you … Continued

It’s no surprise that providing great customer service makes for happier customers. However, the strong correlation between superior customer service and higher profits is often underestimated. According to the Harvard Business Review, customers who have the best past experiences spend 140% more compared to those who have had poor experiences. Here are three ways that … Continued

Dear Customer Service Department of Most Businesses, It’s time for a #realtalk. There are many things to love about your company, but your customer service is not one of them. I would say “it’s not you, it’s me,” but, it’s how you treat me.  Let’s just say that your social skills could use some work. … Continued

There are tons of things robots do. We just want to tell you about a few of our favorites. We’d love to hear what a few of yours are in the comments section! Household Tasks Mopping floors, vacuuming, clearing the gutters, and cleaning the bottom of the pool? We don’t have a robot maid like … Continued