From time to time, seminar participants ask me, “What’s the best way to deal with difficult customers?” My standard answer is: “They’re only difficult if you’ve labeled them that way.” I prefer the adjective “discriminating” in place of “difficult.” Consider the definitions of each: Discriminating: discerning; noting differences or distinctions;
Based on peer conversations I’ve had over the past week, I’ve been considering the potential to script/institutionalize job essence so that it can become a function of one’s job role—and not left to chance. To clarify, the essence of an employee’s job is his overarching purpose—his highest priority. Job essence
Last week, I worked in Freeport on the island of Grand Bahama for a client in the insurance industry. Over lunch she questioned whether or not the essence of an employee’s job could be captured in his job function. My reply was that job essence and job function were separate
Last January I was one of those people who bought a new wall-mounted flat screen television set just in time to watch the Super Bowl on 52 inches of high definition eye candy. I only have about 500 words, so I’ll spare you most of the gory details of my
Last December, because my blog is listed on Guy Kawasaki’s media website, Alltop, I received an exclusive email offer to preview an advance copy of his upcoming book, Enchantment: The Art of Changing Hearts, Minds, and Actions (Released on March 8th). Enchantment delves into the art and science of influencing
I recall saying to a client across the conference table, “Exceptional customer service is always optional.” Upon hearing this, his eyes narrowed, he leaned forward, and his voice lowered as he responded, “Not around here. Around here, exceptional customer service is mandatory.” I disagreed but, in his defense, most general
Last Wednesday, I learned that a friend of mine was traveling from California to Marriott’s Marco Island Florida Resort & Spa to attend a coaching conference. Christopher and I both invested the early part of our careers working for Marriott and, knowing that he would not call ahead to request
Typically, when you think of airline connections, you think of events that occur between departure and arrival at your final destination. But there’s another type of connection that’s equally important to the long-term success of an airline: personal connections. I recently read a Wall Street Journal article about the customer
Interactive voice response (IVR) systems are typically used to service high call volumes, reduce cost, and improve the customer experience. When I called Comcast customer service last weekend, I was given the option to input my phone number and have a customer service representative return my call within the next
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