Masks cannot hide your smile
I’m reading a lot about how COVID-19 is going to irrevocably change customer service and customer experience. There’s no doubt that things will change –
July 1, 2020
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“Snap out of it!”
Have you ever heard someone say, “They don’t pay me enough to do this job”? If I had a captive audience with an employee who
October 2, 2017
Never apologize for your enthusiasm
Once, while I was sharing a retail example of exceptional customer service during a seminar in New York City, a participant interrupted to ask, “But
March 22, 2013
Exercise enthusiasm!
Much is said about a company’s responsibility to create an environment that fosters an engaged workforce, one in which employees are fully involved and enthusiastic.
January 9, 2013
Exceptional service is rare, but not extinct
During a recent trip to Lakeshore Learning Store in Lone Tree, Colorado, I debated which set of Giant Soft & Safe Dinosaurs to buy my
December 17, 2012
Volunteers Needed
I recently came across a list of attributes possessed by volunteers—whether candy stripers at a local hospital, political activists along the campaign trail or parents
July 14, 2011
Does your customer feel like a guest or a nuisance?
Many companies use terms like “guest” and “partner” to convey the intimacy they have with their customers but the reality is that most employees, when
May 18, 2010
They’re Just Not That Into You
Have you ever noticed the similarities between attracting a prospective customer and wooing a mate? There are lots of similarities when you think about it.
May 13, 2010
Dairy Queen: Something Indifferent
The other day, my family and I went to Dairy Queen for “Something Different” (the DQ slogan). After waiting in line for a few minutes,
May 10, 2010
