I recall a statistic: 68 percent of customers quit doing business with a company or entity because of perceived indifference toward them as customers. When I share this statistic with groups, most participants are shocked: “How is it that so many people claim to be treated indifferently? That’s appalling!” And
Last weekend, my 7 year-old was the ring bearer in a family wedding. It was a formal outdoor wedding that required Cooper to wear a tuxedo. (Insight: Most 7 year-old boys resist wearing collared or button-up shirts let alone a full-on tuxedo for 3 hours of picture taking and ceremony.)
Last month, I enrolled my two oldest boys in lessons at the Breckenridge Ski & Ride School located at Peak 8 in Breckenridge, Colorado. As it was over spring break, there were hoards of skiers making every line (from the ski lifts to the registration area) longer than usual. It’s
Earlier today I received this note from a friend, Evan Crist, and just had to share: We were traveling from Denver to Phoenix for some fun in the sun when Southwest Airlines lived up to their reputation for spontaneous entertainment and pleasing service. (I love the line, “If you are
Over the past 15 months I’ve been on Twitter, I have contacted dozens of businesses for a variety of reasons. In some cases I’ve had feedback on a product or service. In other cases I was interested in buying a product or service. A majority of the time, however, I
In an earlier post I asked the question, “Why is it okay to behave indifferently toward customers and roll out the red carpet for the division president?” Specifically, why do employees paint, wax the floors, and polish the chrome for the division president and text friends, smoke near store entrances,
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