John Tschohl

Minneapolis

The Guru of Customer Service by USA Today and Time Magazine. Helping companies create a service culture for over 47 years through programs, seminars, and books.

Articles

How To Drive Customers Away

3 weeks ago | franchising.com | John Tschohl

Attracting customers is relatively easy. Advertising that announces that you have quality products and good prices will do that—once. The problem is this: How do you keep those customers from leaving you? Most businesses don't have a clue, so they continue to spend huge amounts of money to draw customers through their doors but do nothing to keep them coming back. Let me give you an example of a company that drove my friend Jeannie away.
How to Lose Customers by Driving Them Away

1 month ago | customerservicemanager.com | John Tschohl

Attracting customers is relatively easy. Advertising that announces that you have quality products and good prices will do that—once. The problem is this: How do you keep those customers from leaving you? Most businesses don’t have a clue, so they continue to spend huge amounts of money to draw customers through their doors but do nothing to keep them coming back. Let me give you an example of a company that drove my friend Jeannie away.
Critical Steps in Building a Successful Team

1 month ago | trnusa.com | John Tschohl

HIRING AND FIRINGCritical Steps in Building a Successful TeamBy John TschohlWhat are the elements of a successful team? In a nutshell—whether it’s an athletic team, a dance team, or a business team—the critical elements are people who are knowledgeable, committed, dedicated, productive, work well with others, and constantly seek to improve their skills. Hiring the right people and firing the wrong people are equally important.
How to Handle Irate Customers and Difficult Situations

1 month ago | customerservicemanager.com | John Tschohl

John Tschohl, founder and president of the Service Quality Institute, presents his guide to Handling Irate Customers and Difficult Situations Technique card. Not all customers are nice. Strong, assertive people will chew people up and spit them out if your employees are slow, weak, or incompetent. Very few employees know how to handle an irate or difficult customer. Many employees just hang up the phone. In person, they might call the police.
Employee turnover: The Costs are Higher Than You Think

1 month ago | franchising.com | John Tschohl

Employee turnover is higher—and more costly—than you think it is. The average turnover per year in the U.S. is 25%. In some industries, such as restaurants, hotels, telecoms, and retail, it can run as high as 50%. The numbers can be staggering. According to the Bureau of Labor Statistics, 3.5 million people quit their jobs in February 2024. If that doesn't scare you, it should. And yet, very few companies know, or measure, the cost of employee turnover.
Source for Call Center and Call Centre News, Leads, and Outsourcers

1 month ago | callcentertimes.com | John Tschohl

Employee Turnover: The Costs are Higher Than You Think By John Tschohl Employee turnover is higher—and more costly—than you think it is. The average turnover per year in the United States is 25 percent. In some industries—such as restaurants, hotels, telecoms, and retail—it can run as high as 50 percent. The numbers can be staggering. According to the Bureau of Labor Statistics, 3.5 million people quit their jobs in February 2024. If that doesn’t scare you, it should.
How Poor Customer Experience Can Tarnish Your Brand’s Reputation and Cost You Dearly

2 months ago | customerservicemanager.com | John Tschohl

John Tschohl, founder and president of the Service Quality Institute, emphasizes the need for relentless commitment to service, empowerment of staff, and constant training. Without these, even the most esteemed brands risk losing their edge and ultimately, their profitability. I have been skiing in Vail Colorado, one of the best skiing areas in the world, for over 50 years. George Gillett originally built Vail Resorts.
Critical Steps in Building a Successful Team

2 months ago | franchising.com | John Tschohl

What are the elements of a successful team? In a nutshell—whether it's an athletic team, a dance team, or a business team—the critical elements are people who are knowledgeable, committed, dedicated, productive, work well with others, and constantly seek to improve their skills. Hiring the right people and firing the wrong people are equally important. You know what you want in your employees—and you would do well to know what you don't want.
LETTER: Show up or resign

2 months ago | hometownsource.com | John Tschohl

To the Editor:The Democrats in Minnesota House District 40B got caught cheating because their candidate, Curtis Johnson, did not live in the district he was running for and his election victory was tossed out by the courts. kAmv@G] %:> (2=K H2D 42F89E 4962E:?8 3J E96 |:??6D@E2 $FAC6>6 r@FCE 2?5 E96 DA64:2= 6=64E:@?
Five Steps To Getting a Problem Resolved

Jan 1, 2025 | franchising.com | John Tschohl

If you've never had a problem with a product or service you purchased, raise your hand. If I could see all of you who are reading this column, I would bet that very few, if any, of you have your hands in the air. The problems you have had as a consumer might be something as simple as a newspaper that is delivered sporadically or not at all or as costly as faulty repairs to your automobile. No matter what the problem—large or small—it inconveniences and frustrates you.