Are front line employees communicating confidence to your customers?
Last week, I emailed a file to a local office supply store that offers printing services. In the message, I included a request to be
May 27, 2009
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Have you had your daily dose of Vitamin H – Humor?
Patient: Does an apple a day really keep the doctor away? Doctor: If you aim it well enough. Throughout history, humor has been recognized for
May 18, 2009
Customers associate authentic enthusiasm with memorable service
Let’s do a word association. You know how these work: I’ll name a word and you, off the top of your head, identify a set
May 8, 2009
I scream, you scream, we all scream for service!
Last night, my family and I visited one of those ice cream parlors that use a heated stone to meld together savory concoctions of an
May 7, 2009
Compliments are like verbal sunshine!
Have you ever missed an opportunity to provide a compliment? Perhaps viewing it as optional? I have. And when I do, it’s usually my wife
April 21, 2009
Restaurateurs who make meaning
Here are two separate stories I received this week that share a common theme: restaurateurs who made meaning by expressing genuine interest, conveying authentic enthusiasm,
April 14, 2009
Whose time is more important, yours or your customer’s?
In today’s mail I received a marketing letter from a Denver-based accounting firm eager to expand its clientele. I’d say that I have received a
April 3, 2009
How an investment in customer service paid for itself
In the February 19, 2009 issue of BusinessWeek, an article titled Customer Service in a Shrinking Economy featured customer service enhancements at BMW dealerships. Specifically,
March 28, 2009
Who’s the Joker behind this policy?
My wife had ordered a set of Batman and Robin walkie-talkies on-line from the website of a national toy retailer. After they arrived and my
March 22, 2009
