I have been working for EnviroScience as a contract writer, and in the process, I’ve learned quite a lot about Milfoilsand aquatic weed control. Each time I write something about a Milfoil weevil and the weeds they eat, I think two things: 1.  Lake Chautauqua. The lovely, shallow lake that the Chautauqua Institute is situated on [...]

If you have been following my blog, you know that I have had a little bit of a melt down over the last month. A discouragement brought on by the realization that MOST businesses just don’t care about the customer. (by the way – if  you disagreee – please tell me why in the comments) [...]

  After my most recent blog post, basically giving up on our ability to make a difference in the customer service experience, I read this response from a group member on LinkedIn: This is a great conversation to show how the bar of customer service keeps being set and re-set…lower and lower. That makes it [...]

The economy is showing signs of improvement. Businesses are getting busier.  When we are slow it is easy to chat up a customer, exceed expectations with deadlines and go the extra mile. But what about when it gets busy? I recently asked this question of the Build Customer Relationship group on LinkedIn and here are [...]

If you have ever revamped your website or started over from scratch, you know the challenge of thinking through all of the details from functionality, design, content, and who to trust with the project. As a website writer I find myself in the position of shoemaker – focusing on writing content, consulting and training my [...]

Okay – that title requires some explanation. Imagine a world in which your customer is so convinced that you’ll be there for them, when they need you, with the answers they need in a easy to use fashion – every time that they just assume it as fact. They assume you’ll meet their needs.  So much [...]

I am reading the latest Good Housekeeping magazine and had to laugh out loud at a brief article touting a new website and mobile application. The company is called Run Pee. Target audience: post child bearing women or people with a weak bladder who love to go to the movies. Visit Run Pee to learn [...]

I met a customer at the local Barnes and Noble bookstore over the weekend.  We both decided to grab a cup of coffee.  My customer, Kathy, is a loyal – no, more like an obsessed Starbucks fan. Everyday she has to have her Starbucks – not just in the morning but several throughout the day. [...]

Customer Service isn’t a title or a department – it is a culture. In a recent post over at Duct Tape Marketing his lead paragraph says it all Here’s something your customers won’t ever tell you but that you had better understand: Your employees probably treat your customers about the same way you treat your [...]

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 [...]