Did you watch Barbara Walter’s interview with the president elect and his wife on Wednesday night?  YouTube has the entire event in small segments and I would recommend you watch if you haven’t. During the first part of the interview with Michelle, (around minute 3 of the attached video) there is a tender, honest moment [...]

Just a short post to say Happy Thanksgiving.  What are you thankful for this holiday season?  Did you ever read the Mitford series of fiction novels by Jan Karon? In one of the books the main charcter Father Tim is making a long drive to visit a friend.  He doesn’t have a radio in the car [...]

Early Bloomer, a fellow twitterer, asked the question “What is a make or break moment for an online store.” That’s a great question.  We may think of customer connections as only happening in person or over the phone but it today’s technology age, the Internet is a key way that our customers find us/do business [...]

I was having a conversation with my Dad the other day about Make or Break Moments and he said, “You can’t have a make or break moment without something to compare it to.” I had to stop and think about that for a minute.  I define make or break moments as those times of interaction; [...]

Remember this scene? Tom Cruise’s self-absorbed character in the movie Jerry McGuire has finally realized what is important in life. Renee stops him before he cries her a river and says “You had me at hello.” Don’t we wish our customers would feel the same way? The first impression we give; our location, our merchandise, [...]

My first web cast. Any comments? Any advice for next time?

I was in a hurry Tuesday night.  I had 45 minutes to grab a quick bite before heading to a meeting.  I didn’t want fast food but didn’t have time to enjoy Ruby Tuesday’s lovely menu so I opted for Eat and Park in Streetsboro.  I always wondered about the name of this chain of [...]

Some people think only intellect counts: knowing how to solve problems, knowing how to get by, knowing how to identify an advantage and seize it. But the functions of intellect are insufficient without courage, love, friendship, compassion and empathy. Dean Koontz Intellectually, we understand the value of empathy; the effort of putting yourself in someone [...]

I recently rewatched the Jim Carrey, Morgan Freeman classic Bruce Almighty. Jim’s character is given god-like powers and with it; the responsibilities. He is inaudated with prayer requests and decides, in an effort to save time, to just tell everyone YES. This causes all kinds of mayhem and he seeks out “god” (Morgan Freeman) to help [...]

Have you had an experience where a business owner or associate seemed more connected to their corporate policies than to making customers happy? Not long ago a friend of mine went to Subwayin Columbia, SC for his favorite foot-long turkey sub.  He loves vegetables and banana peppers are one of his favorites.  If you’ve eaten [...]