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...

Read More

An Eye-Opening Experience

Posted by on Sep 26, 2013 in Customer Service, Sales |

While attending the Florida-Tennessee football game this past Saturday, I had a most pleasurable customer service experience…from a most unexpected place. It all happened…at one of the concessions stands. It was a perfectly humid, Florida day in “The Swamp,” and at the onset of the second quarter I was ready for a nice, big cup of something. But…what? Let’s see, Pepsi, Gatorade, lemonade, water…something good, something...

Read More

Five-Star Customer Service

Posted by on Aug 27, 2013 in Customer Service, Sales |

This past Thursday, I started my day at 7:00 to set up for a From the Tower meeting in Palm Beach Gardens and ended my day up in Maitland, preparing for the next day’s session. I checked into my hotel room…feeling every bit of the exhaustion from speaking to a group of agents in South Florida and driving to my next destination three hours away…in the rain. Ahead of me that evening was a dinner meeting with my Tower Hill team, and I had...

Read More

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...

Read More

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...

Read More

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...

Read More