What Would Grandma Do? Getting Customer Service Right

We here at Citrix ShareFile pride ourselves on excellent customer service; we all know that making sure the customer is happy is our number one priority. And it all goes back to our VP and GM Jesse Lipson’s founding vision for ShareFile: to raise the bar for service in the technology industry.

In his weekly column on Forbes.com, Lipson discusses the value of customer service and suggests that a doting Italian grandmother might be the best metaphor when it comes to serving customers. “Your grandmother never blames you— even when it’s your fault,” he writes. “When a customer comes to you with a problem, don’t behave in a way that shows her you think she caused the problem herself.”

Read Lipson’s tips for making customers feel like family here, and follow his weekly posts here.