A Useful Gift for National Customer Service Week

Posted by on Oct 2, 2013 in Customer Service |

Next week, October 7-11, is National Customer Service Week. I’ve never been much for “Hallmark holidays,” but they do serve as useful reminders. And I love an excuse to give a gift. So here is a small Customer Service Week gift that won’t need a vase or make anyone fat. We recently received the following comment from a customer after his FNOL call. I’ll wait while you read it: “Keep doing what you are doing showing concern for your...

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What does Tower Hill do to prepare for storm season?

Posted by on Aug 1, 2013 in Customer Service |

When we ask customers what they think of Tower Hill, they often respond “I can’t really answer until I have a claim.” We are always ready for that challenge, but if a major storm makes landfall in Florida, your Tower Hill customers depend on us to be even better-prepared. Regardless of Gainesville weather conditions, we will be ready to take FNOL calls and safely dispatch adjusters. Check out the infographic below to see just some of the...

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Three (or Four) Ways Sales Is Like Tetris

Posted by on Jun 6, 2013 in Customer Service |

Today, June 6, is the 29th anniversary of the day Tetris hit the world market. When I saw that tidbit of trivia, it got me thinking about how Tetris can teach a lesson about Sales. In case you are one of the three people in the world who haven’t played it, Tetris works like this. A random sequence of blocks falls down the screen, and you quickly manipulate each new block to complete a solid horizontal line after it hits bottom. When a line is...

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What I Learned from a Monkey and a Bunch of Customers

Posted by on Apr 4, 2013 in Customer Service |

This is a story about monkeys and peanuts and customer feedback. They are connected, just bear with me. At the primate sanctuary where I volunteer, I have become fast friends with Max. A 28-year-old capuchin monkey, Max grooms my arms, holds my hand with his tail, and grunts “thank you” for peanuts. What I like best about him, though, is that he gives instant feedback. Very selective about his human friends, if Max doesn’t like a person on...

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So Many Channels, So Many Options

Posted by on Dec 6, 2012 in Customer Service |

If there is one thing that I’ve learned from living in two countries and a few states, it’s that broad generalizations about people rarely work. Case in point: I am constantly told that “older customers don’t like email or the Internet.” In reality, if you look at the age profile of Tower Hill policyholders: And compare it to the age profile of those who have voluntarily signed up to use our website portal for policyholders: You’ll...

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