Support local restaurants during Covid-19
Between March and September of this year, sales at restaurants and bars plunged 27%, compared to the same period in 2019, according to the U.S.
November 3, 2020
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In times of crisis, reaffirm your purpose
I suddenly have a lot more time on my hands. It’s made me think about how, as a customer service consultant, I can offer value
March 27, 2020
Three Truths of Exceptional Customer Service
Most people don’t choose to deliver poor customer service; they just don’t choose to deliver exceptional customer service. Most are content to simply occupy a
December 31, 2019
Customer service is the new selling
The days of the boorish salesman portrayed in the 1992 film Glengarry Glen Ross – where the mantra “Coffee’s for closers” was used to both
May 16, 2016
What kind of marketer are you?
Marketers have increasingly been using acquired intelligence about their customers to tailor pitches to match customers’ unique buying patterns and preferences and to attract their
July 29, 2014
How apologies influence consumer behavior
Earlier this month, I read a Wall Street Journal article titled The Art of the Airline Apology. The article features a 2009 study by researchers
July 21, 2014
Valuing customers is a choice
Do you recall the last time you waited in a long line at the supermarket to buy a handful of items with no express lane
June 18, 2014
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In some organizations, there is an appearance that certain job roles matter more than other job roles. Employees in these work environments may feel judged
May 31, 2014
Room for dessert
I enjoy taking my family to On The Border Mexican Grill & Cantina. In fact, I look forward to it. The restaurants are clean, the
July 15, 2012
