Where have I been, you ask? Trying to pick myself up from utter despair. Two weeks ago I was hired to talk about make or break moments to the managers of a chain of auto repair shops. I had researched the company and their website shared customer focused words that led me to believe they [...]

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 [...]

Have you ever experienced such extraordinary customer service from an associate that you wonder about the training they’ve had? Are some people just born with the skills necessary to build customer relationships or can it be learned? Here is a story recently shared about just such an experience: Last week I had the best customer [...]

Great article from the UK entitled 25 Customer Service Statistics to be Aware of for 2011 and the last paragraph of the entire article says it all: Many businesses still don’t ‘get it’! And, crucially, Those that do will be the ones that succeed in 2011 (and beyond!) It can’t be spelled out any clearer [...]

(reprint from Ohio Web Writer, my other site) Starting this coming Tuesday, November 2, 2010 at 10am est a new radio voice will be heard.  Actually, two voices. Candace Benson of Camp Tech will be sharing her views from a technical perspective and yours truly from AllWrite Ink will be covering the customer relationship perspective. Us [...]

We can’t always provide the perfect product or experience to our customers. Often the way we handle challenging situations with our customers is the way we solidify our relationship with them. Yesterday, I was disappointed. I have used the same service company in my home for a few years and they always provide wonderful service. [...]

Just wanted to bring your attention to the new page on this site.  I have had many…well, a few….okay – my Mom wanted to know when the next event was that I’d be speaking. So I have added my speaking calendar to the site – just click on Speaking Calendar.  In order to make room [...]

In the March 1, 2010 edition of BusinessWeek there is an article entitled“Customer Service Champs: USAA’s Battle Plan.”  USAA provides financial services for military families and they understand their customers inside and out.  They use technology to allow service men and women to deposit checks no matter where they are stationed. They have programs specially [...]

I’m excited to announce that I’ve launched a site dedicated to my passion for speaking about the importance of building relationships with our customers.  Customer Relationship Speaker is a site that provides detailed information about each of the programs I offer; keynote addresses and workshops.  I’ve been on “stage” entertaining and informing audiences since the summer [...]

I had the pleasure of taking a class “The Anatomy of a TV Script” from Emmy nominated television writer/co-executive producer, Ellen Sandler.  Ellen worked on such popular shows as Taxi, Coach and Everybody Loves Raymond. The two-day class covered a brief overview of the key components of a successful script, using the script entitled No Fat [...]