Karl Craig-West – Website Builder, Public Speaker and Writer Sharing helpful stuff; one page at a time


How to focus on your customers and not your internal problems

This great real-life lesson on “How to focus on your customers” was contributed by my good friend Paul Kaerger: “My father-in-law had an issue with his van recently and it had to be recovered to the garage for some work. It took over five hours to get the insurance company and the recovery company to […]


Don’t do this if you want to keep your customers

Keeping in touch with customers doesn’t require brain surgery but often has a huge impact on customer retention. Here’s an example of where a couple of companies might have kept me as a client if they’d made more of an effort to keep me happy. Over the last few weeks I’ve finally finished consolidating my […]


An excellent lesson in customer service

I know I didn’t write this so thanks to Glenn Fisher for letting me share it: The train manager apologises for the coach being cold but gives no indication of a possible solution. Then the audacity kicks in… In his best QVC voice, he goes on to say that, despite the cold, the buffet coach […]


How to write an apology email to a customer

Having to write an apology letter or apology email to a client? Then read on… I regularly buy books from a company called Packt Publishing (www.packtpub.com) and last week I realised that I hadn’t receive a book I’d ordered at the end of September. So, I visited their website and filled in the contact form […]