While problems may be beyond your control, problem resolution is not
On February 27 of this year, I placed an online order for a Husky 52” mobile workbench from The Home Depot. I chose to have
April 12, 2021
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Nice systems. How’s your service?
Yesterday, while vacationing in Breckenridge, CO over Labor Day Weekend, I bought two 100-chip sets of 11.5G poker chips at Peak-A-Boo Toys on Main Street.
September 5, 2017
Ignoring customers is bad for business
Earlier this month my daughter, Kennedy, brought her Bearpaw boot to me and pointed out that one of the buttons (“toggles”) used to secure the
April 12, 2017
Anticipatory customer service
Last week, three days before Christmas, I returned home to Denver from Manchester, NH after completing my final event of the year. For everyone who
December 29, 2016
Does your website promise more than you deliver?
Over spring break last month, like many Colorado families, we headed to Breckenridge for the week to ski and board. I had booked a 3-bedroom
April 21, 2016
More Proof That Perception Matters
I recently developed a learning activity for a client who wanted his team of 60 commercial property managers to recognize the influence that biases, preconceived
April 18, 2016
“I’m sorry. They’re all in meetings.”
Last week, I presented during a conference that was held at a full-service hotel in Denver. My contact at the event mentioned that, earlier that
June 21, 2013
Are You a Genius or Smart?
The following is a guest post by Chip Bell. Chip’s latest book (with Marshall Goldsmith) is Manager as Mentors: Building Partnerships for Learning. There is
June 6, 2013
Your customer’s problem is your problem
Earlier this year, after my lawn had been aerated and fertilized, I noticed yellow grass forming along the eastern perimeter of my front yard. My
June 1, 2012
