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
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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
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
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
“No problem” and other communication faux pas
Language, it seems, has become pretty casual in many customer service settings. I’ve had waiters refer to me as “man” and hear “no problem” from
April 30, 2009
For Twitter, popularity is a double-edged sword
Twitter is the social networking service that has revolutionized the way people communicate online. Twitter allows twits (users) to send out tweets (messages) to their
April 19, 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
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
