How many times do you make a purchase and the cashier says “Have a nice day?” How does that make you feel? I once heard a comedian say “I get stressed when someone tells me to have a nice day. The pressure. I’m doing the best I can to make it a mediocre day.” Someone [...]
I just went to the mailbox. A variety of political postcards, advertisements, two bills, a letter from my Dad and….. WHAT? THE I.R.S.???? “Oh my gawd. What could it be?” I immediately rack my brain. What could it be? It doesn’t look like a check. Does the IRS send checks? I hold it up [...]
I discovered a new blog today: Customers Rock! written by Becky Carroll. She’s written a two part posting offering suggestions for using social media to enhance your customer service offerings. Social media – great tools for your customer toolbox. In part one of Using Social Media to Build Customer Loyalty Becky talks about using social media to [...]
Not all MBMs happen with a customer or a child. I recently heard about a moment that one female executive had. It was a moment most wouldn’t have recognized as significant. Here’s what she had to say: “I’d been working in a manager capacity for quite sometime and had my sights set [...]
Make or Break Moments happen in all aspects of our lives. It’s the weekend so I’m going to share a personal moment: A Parent Moment. My daughter, Emily, entered middle school this year with all its stress of changing classes, bigger building and locker combination. She immediately began struggling with remembering the necessary school work [...]
I went shopping at Borders last night. I LOVE to shop at Borders. I could spend hours just in the bargain section alone but last night I was on a mission – I wanted to see what customer service books they had on the shelves. I soon found myself in familiar territory: The Business Section. [...]
I was chatting with a friend the other day and he told me a story and as soon as he finished I said “ooh, that’s good blog fodder!” He told how he used one company to insure his cars and one company for the household insurance. He’d been with the household insurance company for several years [...]
Have you ever noticed that we seem to put up road blocks for making change happen in our lives? As youngsters we wait until we are a teen or when we can drive or vote or get a new job or finish college or lose weight or earn more money or get married or get [...]
Last month I overheard a conversation between a customer and a sales person. The customer wanted a refund for a product and the sales associate was explaining that the company policy dictated that a check would be sent to the customer’s home. The customer was upset. The employee’s response? “Did you read [...]
What a wonderful way to start the new week – as a member of the Alltop group, an aggregated news site with feeds from all of the best sites around the web. Guy Kawasaki, author, marketer, great mind, created Alltop with the idea of producing a one-stop location for articles on a variety of topics. [...]
