Are you giving lip service to great service at customer events?

December 1, 2014

Tweet Customers look at where you’re being congruent with what you say and what you do. When you say you believe the customer comes first yet act differently, the disconnect can be jolting. When people are faced with conflicting information, they choose to believe the one that matches their view of the world. So if […]

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Why do we put up with bad service?

November 20, 2014

Tweet Many of us denounce bad service and announce we will not frequent businesses that have such service. Yet we sometimes do. Why?

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What’s your perfect world?

November 10, 2014

Tweet My friend professional speaker and author Scott Friedman has a mantra for working with others. As he explores how they will work together, he asks, “What does your perfect world look like for our working together?” The person then explains what needs to happen — or not happen — to be their idea of […]

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Ways to further infuriate an upset customer

October 1, 2014

Tweet I’m remodeling my kitchen and selected the granite fabricators based on my neighbors’ reports on their great customer service. I found that to be true all along the way until the end. When the granite was installed, we discovered they’d made the sink cutout template wrong so the overhang over the sink was right […]

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Are you unknowingly insulting others?

September 29, 2014

Tweet For 3 months I’ve interacted daily with my remodeling contractor. He’s a sweet, thoughtful man who goes out of his way to make sure I’m feeling good about his work. He recently shared with me that a new woman client refused to give him a key or use a lockbox at her house — […]

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What sayings are holding you back?

August 11, 2014

Tweet When I hear someone declare, “There’s nothing new under the sun” I want to scream, “Have you not been alive the last 10, 20, 30 or 40 years?” So much new has been invented you’d have to have been living under a rock to believe the trite saying they so adamantly express.

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The theater of AT&T

August 7, 2014

Tweet I’m not talking about an actual physical space, but instead, of the verb form. An action that is just for show. While doing some work on my house, the crew accidentally messed up the outside box where the wires come into my house. I have VOIP through Comcast so wasn’t sure the wires were […]

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Lesson from a proud vendor

July 15, 2014

Tweet My visit to the summer farmers’ market yielded a delightful feast for the eyes and mouth. The bright-colored fruit and veggies were displayed with gusto. The abundant fruit samples at the many stalls were succulent delights. Approaching a vendor displaying large watermelons, I asked “Would you do half?” He nodded yes. “How much?” “Five dollars” he […]

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When you need to give a hug

July 6, 2014

Tweet When I stepped on the hotel elevator on the second floor, the only other person inside was a twenty-something woman. She was crying but working hard to not. Yet she couldn’t stop. I have been there — something hurts so badly you can’t control the emotion, even when you’re in a public place and […]

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A super star septuagenarian

June 3, 2014

Tweet Many people would assume that she was a stay-at-home grandma who mostly watched TV and crocheted cozies. How surprised they would be to see this 70-ish woman navigate through the Macy’s computerized cash register with aplomb.

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