My phone just rang.  The caller introduced himself as Dave Somebody.  “Hi Dave, how can I help you?” I asked. Well, I represent a company that compiles memorabila for your loved ones.” -pause – HYSTERICAL LAUGHTER. I am racking my brain. Is this a prank? Is this my brother? I’m thinking back over his [...]

Today is my 300th blog post and I just want to say thank you for those that subscribe, those that are first time visitors and all of the rest of you who stop by on occasion to read my blog postings. This past week I asked the question – how do you say thank you [...]

How do you build a relationship with someone? You often have to put their needs ahead of yours. That is true in a relationship with your significant other, a best friend, your parents, and your kids. It is also true with our customers. If we put them first in all we do – the customer [...]

I decided that I needed to hire a virtual assistant. I am at a point where there are some things I just can’t do anymore and a friend of mine once told me “delegate everything but your genius.”  So – I was off to find a virtual assistant. The first project – transcribe a one [...]

I just learned that Make or Break Moments has been recognized as one of the Top Customer Service blogs for 2010 by Awarding the Web sponsored by Online MBA programs.  I am thrilled!  Thank you so much for this recognition. Here are the top ten winners: Change Forge Customers Rock Get Satisfaction Service with a Purpose Customer [...]

Here’s a great observational comment that Norma Rist made to someone she was coaching: “You are treating your customers as transactions but you need to think of them as lifelong relationships.” Have you ever been in sales? Or operations? It is the 16th and you are fast approaching the end of the month.  Will you [...]

    I once heard someone say – if you can’t find exactly what you want – build it yourself. I love the lively discussions that happen on LinkedIn in the various groups. I belong to several; local groups with a variety of business types and industry specific groups for speakers, writers, customer service and [...]

Guess we won’t be seeing Lebron in this uniform again. Let me start by saying that I’m not a basketball fan. If I had to pick a sport and lawn bowling wasn’t an option then baseball would be my pick.  There is something so boring about watching a bunch of guys in shorts run to [...]

A favorite customer of mine called last week and asked if we could meet for an hour. It seems that she has a customer who asked her to do something that she isn’t comfortable doing.  But her motto is to “just say yes and figure it out later.” What a great attitude. We talk about [...]

One of my customers, CCS Business Solutions, Inc. is celebrating their 35th year in business. Maybe that doesn’t seem like a lot of years for some businesses but they are a computer company. Think back 35 years – what did computers look like?  Big main frame machines that took up an entire room in a [...]