A restaurateur recently approached me and asked, “How can I fake that I know a customer’s name? I have a thousand regulars in my restaurant each week and can’t possibly remember all of their names.” She was asking the wrong question. Any objective that involves faking out customers (or any
It is widely acknowledged that the number one reason customers quit doing business with a company is due to perceived indifference towards them as customers. When I ask audiences to describe what it feels like to be treated indifferently, I receive responses such as, “I feel unimportant” and “I feel
When I received my first management position with Marriott in 1992, I worked for a general manager named Mark Conklin. Although Mark (as he preferred to be called) oversaw more than two hundred employees, each employee received a hand-written card from him in the mail to honor the anniversary of
The Revelation Conversation is Here!
