I was just reading a recent post at Dennis Snow’s blog in which he asks if Training is the Answer when an employee exhibits customer service issues. He states: When employee performance doesn’t match expectations, it’s important to look at what factors may be involved. Lack of training may be the issue, but it’s just as [...]
I recently heard Whoopi Goldberg talk about Splash Life, an organization focused on reaching young adults, similar to how AARP reaches the rest of us old folks. The founder Melissa Helmbrecht Martin started the organization to help youth who are scared about the economic struggles our country is facing and who are directly impacted [...]
I was at dinner with Mom and her friend, Terry a few weeks ago. Terry said that she was following me on Twitter. Thus began a really silly conversation about the funny name Twitter and the equally silly “tweet” verb. I tried to explain the benefits in connecting with customers and like-minded individuals. They listened patiently [...]
I’m on vacation. I’ve been looking forward to this week for more than half a year. A cabin in the Smokey Mountains of Gatlinburg, TN. Reconnecting with nature that fuels my creative juices so that I can write my next book: Make or Break Moments: Revolutionizing Customer Relationships. The website pictures look enticing – [...]
The country is made up of Democrats and Republicans, Independents and those that don’t care. Voters switch between parties, vote across party lines and sometime just don’t have an opinion. But there is one thing the American public definitely knows: which is better – Coke or Pepsi. I’m not here to debate taste – for [...]
I have bushy eyebrows. Always have. Before Brook Shields made them popular, my one big eyebrow was the reason for many tearful, middle school nights. I wore long bangs to cover my hairy forehead. And then some brilliant person invented eyebrow waxing! Gotta love it. A little pain and it looks like I’ve had a [...]
Picture in your mind your favorite shopping experience. It might have been the look of the store, the merchandise, the sales person or the fact that you finally fit into that smaller size. Whatever the reason, you look back on that experience and it puts a smile on your face. In fact, you enjoyed spending [...]
My kids are sick. One has a sore throat and dry cough and the other has a bad head cold. No fevers, no stomach flu, no need for a prescription, but they are both miserable. I went to Giant Eagle to check out the over-the-counter options. So many choices, flavors, pills, liquids and messages that [...]
I was at a chamber lunch the other day and got to chatting with one of my seat mates about my favorite subject. Customer Service. He told me about an experience his son had while working as the assistant manager of a national shoe retailer. “He was waiting on a woman who really fell in [...]
My Mom refuses to return to a spa that is right by her house. She hates it. Strong word. What’s the reason for her strong feelings? “Every time I’ve been there, the staff is so focused on their precious computer they don’t have time to even acknowledge my presence.” Technology is a wonderful thing [...]
