We learn so much more from our mistakes, don’t we? I watch my kids, in particular my older son learn everything the hard way. Wouldn’t it be easier to just learn from others and not make the same mistake? Dennis Snow recently wrote a white paper about the 5 Mistakes Companies Make with Customer Service. In [...]
“Experience is what you get when you didn’t get what you wanted.” That quote comes from Randy Pausch and his book The Last Lecture. I’m behind the rest of the world in reading, what I would classify as one of the most inspiration books I’ve ever read. Randy’s book offers so many wonderful nuggets of [...]
I’m a member of the Customer 1st LinkedIn group and about three months ago Teri Yanovitch posted this discussion starter: Attitude of indifference by employees Being treated with the attitude of indifference is as bad if not worse than being treated with rudeness. Now usually someone will post a discussion point and there will be [...]
Are you on e-Harmony? Do you know someone who is? Well, if so you know that during the initial communication stage each party has the opportunity to share their relationship must-haves and can’t-stands. You can pick from a set list of options or make up your own. For example, must-haves might be: Must love animals [...]
I had an aha moment a few months back. In all this talk about customer service and building relationships and earning customer’s loyalty I suddenly asked myself: “Who decides what great customer service looks like?” In every company I’ve been with, a team of executives and operational leaders will sit around a room and decide [...]
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 – [...]
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 [...]
Yesterday President George W. Bush held his final press conference of his presidency. It was his 47th conference in eight years. That’s about one opportunity to communicate his message every OTHER month. In contrast, the President Elect, Barack Obama has held 16 press meetings since being elected November 4, 2008. That’s about one every four [...]
First official work/school day of the new year. The alarm went off at 5:45am. Ugh. I fully expected my children to give me a hard time about getting up. A middle schooler and a high schooler, they aren’t as anamored with school as they once were. However, there we all were, sharing breakfast at 6:30am [...]
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; [...]
