Building loyalty through value at the LEGO® Store
My two oldest boys recently attended a cousin’s LEGO® Star Wars™ themed birthday party at the LEGO® Store. When they returned home, each was carrying
September 1, 2009
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How a bottle of Geritol, delivering a package in the snow, and walking a dog, resulted in customers for life!
Below are three true stories that illustrate the memorable customer service behavior: deliver service heroics. In order for us to have a common understanding of
August 26, 2009
Navigating the weeds
Sometimes, through no fault of your own, you find yourself overwhelmed by demanding customers who may feel entitled to immediate attention. Maybe a large tour
August 18, 2009
Sell the sizzle, AND the steak!
I read a Wall Street Journal article this week by Timothy W. Martin titled, Choice Advice From Meat Cutters. The article highlighted the benefits of
August 13, 2009
Function vs. Essence
Several years ago, I was out to dinner in Orlando with a colleague. At the time, she was the director of training at a large
July 26, 2009
A Tale of Two Twitties
Last May, I contacted a Twitter celebrity or Twitty (Twit + celebrity = Twitty) to see how I could go about buying ten signed copies
July 8, 2009
Missed opportunities
Last week, my family and I traveled to Lincoln, Nebraska to attend a family reunion. While in Lincoln, we stayed at a full service hotel
June 29, 2009
Customer-unfriendly policies
I recently stayed at a full-service hotel in Scottsdale, AZ that offered a nice workout facility with treadmills and stationary bikes that faced a set
June 15, 2009
HELP! Is there a doctor in the house?
Last Monday I sprained my lower back while playing tennis. If you’ve ever tweaked your lower back to the point that getting in and out
June 4, 2009
