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Customer Service:
Make me feel important!

In the past week, I have had some really negative customer service experiences.  It is now laughable that all of these inconveniences happened to me within a few days!  My series of service blunders highlights the importance of paying attention to customer needs:

At the grocery store the other day, the only option available was self-checkoutNot my favorite, but certainly a big savings for the store’s bottom line.  Maybe these savings get passed on to me, the consumer?

At the department store last week, I was asked to ring up my transactions separately since they were from different departments.  “Thanks,” said the cashier, “It just makes our lives a little easier.” Okay.

And in the crowded (and expensive) restaurant recently, my appetizer, salad, and main course all arrived within ten minutes of each other.  I’m sure it helped the waiter to move our table along quickly.

What is going on?! An author on the topic of customer service states, “The customer’s perception is your reality” (Zabriskie).  Well, today my perception is that in addition to good pricing, great selection, and gourmet food, customer service is still important!  I want a pleasant experience.  I want to feel important. 

In light of these customer service fiascoes, I am renewing my commitment to considering other’s needs ahead of what is efficient for me.  I invite all of us to put forth extra effort to earn customer satisfaction.  No actually, not just satisfaction. Customer appreciation.  People will remember!
Zabriskie, Kate. Customer Service Excellence: How to Deliver Value to Today’s Busy Customer.

How do you want to be remembered?

Libby Van Vleet and her father Wake Mack promote business etiquette.  It is a smart and easy way to retain clients.  Increase business earnings and sales.  It is time to take your employees to the next level.
When you retain the services of Wakefield & Wakefield, be prepared for success as your staff members maximize their potential and exceed expectations.
Set yourself apart to get an edge. People will remember!
For further information about Wakefield & Wakefield, contact Libby at 503-893-9253 or

Supporters and Clients

Thanks to all of our fabulous clients and supporters.
  • Arlington Club Speakers Corner – Arlington Club
  • CB Richard Ellis, Inc. - Mike Wells, Managing Director
  • Isler Northwest LLC – Tania Gitch, C.P.A.
  • National Charity League, Inc. – Sarah Allen, Portland Chapter
  • Perkins Coie LLP - Stephen English, Partner - Litigation
  • Washington Trust Bank – Linda Williams, President, Oregon Region

What people are saying...

“Excellent, practical guidance to avoid embarrassing social mistakes and to maximize the business opportunities created by social interactions.”
Stephen English, Partner - Litigation, Perkins Coie LLP
“Thank you, Wake -- You and Libby were a breath of fresh air for us.  Thank you for taking your time to share such timeless information with us.”
John Chambers, C.P.A., Isler Northwest LLC
“Thank you. All of us have more than a few important take-aways – and it was fun too.”
Linda Williams, President, Washington Trust Bank, Oregon Region
“Thank you for your wonderful presentation today.  My colleagues and I enjoyed it immensely and are sure we will put it to good use.”
Ray Jordan, President, Ray Jordan, PC
"There has been a lot of 'buzz' about [your presentation].  People are really interested in the subject, love the positive ways that you present it, and want more."
Amy Fields
Inside This Issue
Customer Service: Make me feel important!
How do you want to be remembered?
Supporters and Clients
What people are saying...
About Us
Libby Mack Van Vleet has a background in marketing and administration, and is a certified high school English teacher. She is a graduate of Colorado College and Chapman University.
Wake Mack is a former lawyer, local businessman and financial services development officer. He graduated from Notre Dame, Willamette College of Law, and served in the U.S. Marines Corps.
Wise Words
Life is not so short but that there is always time for courtesy.
– Ralph Waldo Emerson
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