Selling is serving
My 11-year-old son, Coleton, approached me about a fundraiser for his middle school. The students have two weeks to sell magazine subscriptions in order to
October 12, 2012
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Convey authentic enthusiasm
This post is the fourth in a series that will identify 10 different customer service advantages that have emerged from my analysis of customer satisfaction
March 1, 2012
Be compelling
Yesterday, at my son’s football camp, I noticed that whenever he went out for a pass during scrimmage, he’d stop, wave his arms wildly, and
July 29, 2011
Pale ale for sale?
Earlier this year I stayed in a New York City hotel where I was scheduled to deliver a presentation on customer service. Shortly before my
September 23, 2010
Want to increase profits? It’s simple: Charge more.
I’m currently reading the book Smart Pricing by Jagmohan Raju and Z. John Zhang. Anything published by Wharton School Publishing has been thoroughly researched and
August 27, 2010
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
Unique knowledge drives sales
A couple of years ago, I was shopping for a garment bag for my wife. Her job required travel and her current bag was showing
February 2, 2009
Poor service hurts sales and I can prove it
This is a true story: Last Tuesday, December 30th, I stopped by a local liquor store to pick up a bottle of champagne to celebrate
January 3, 2009
Cowbell Sandy
I recently heard a story about a Paradise Bakery & Café general manager who earned the nickname “Cowbell Sandy” from her adoring staff. It seems
May 7, 2008
