Building Customer Relationships One Moment at a Time

Category archive: Perceptions

Verizon’s Arbitrary Pricing Leads to Customer Confusion

There are three schools of thought on product pricing: Set it and forget it Set it and haggle Leave it open for interpretation We are used to the price being the price and unless there is a coupon or special, the marked price is what you are expected to pay.  Conversely, if you have traveled [...]

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Is Staples Making it Easy?

I have been buying my office supplies and equipment at Staples since I opened my business in 2005. I love flashing my rewards card and knowing that soon I will receive a check in the mail.  In this age when most of the mail is junk or bills, it is nice to know that occasionally you’ll [...]

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ADVO- Proving Customers Perspectives Are Ever Changing

I went to my first SMEI dinner and program last week.  Great speaker, Kurt Southam, PhD  talked about how to influence change and I took lots of notes. We’ll talk about it more in a different blog post. But first – I want to tell you about a person I met at my dinner table. [...]

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Being Positive is Contagious – Catch it!

You’ve heard of giving yourself a pep talk, right? Michael Jackson sang about the Man in the Mirror – it all starts with us! Here’s an example of just how to start your day in a positive way! There is a lesson to be learned here!  I don’t know about you…after watching that video pep [...]

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Set Yourself Apart from the Competition

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 [...]

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Getting Past Ego to Reach Customers

I just finished reading Spencer Johnson, M.D.’s new book Peaks and Valleys.  Just like the One Minute Manager and Who Moved My Cheese, the book is set up in a story format to share the great insights of the author.  Basically the book is about how we view the peaks and valleys of our life; [...]

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Create a Visual for Your Customers

I was visiting Custom Auto  Body in North Canton last week for a meeting with Lance Runion, VP and General Manager.  We are working on a project together and it was the first time I’d visited his shop.  Expecting a typical auto repair store with worn carpet, car and truck magazines and ugly metal chairs [...]

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Men of a Certain Age – Pathetic?

Ray Romano of Everybody Loves Raymond fame, premiered a new show on TNT last week and the second episode airs tonight.  Men of a Certain Age. It follows the life of three 40/50 something guys and gives the viewer an insight into how they think. My best friend couldn’t wait for the show to air, [...]

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What First Impression Do We Make?

In the recent edition of Cosmo there is an article that talks about the Six Things Guys Notice in the First Six Seconds. There are a few obvious answers: smile, hair and cleavage but also a couple surprises: makeup, skin and your purse. The article reports that guys make certain assumptions about you by what they notice [...]

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Vegas Customer Connection

I just got back from six days in Vegas over the Thanksgiving holiday weekend.  Wish I could tell you details, but you know what they say, “whatever happens in Vegas….” But I can share some thoughts on customer-focused performances based on the four shows I attended: The Fabulous Four (A Beatles Tribute Band at the [...]

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