In my search for customer relationship tips to help businesses go from great to exceptional, I found this video that tells the story of Johnny the bagger at a grocery store. The message is simple – think of a little something different you can do to make a difference in the lives of those you encounter [...]
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 [...]
Are you watching the news? Of course you are – how could you not? It is at times like this when we witness the devastation through no fault of anyone and the subsequent death, injury and homelessness that we should stop and count our blessings. We have a chance to make a difference – you [...]
Yesterday I had the opportunity to address the Retail Organization of Lakeland Community College at the Great Lakes Mall. I shared my thoughts on the value of make or break moments with our customers…each moment is an opportunity to make a difference. After the talk, one participant came up and shared a great observation: When [...]
It is the first day of summer. The longest day of the year. As the long, warm days of summer lay before you – what will you do differently this year; in business and at home? When my children were little, I worked in corporate America and so needed to rely on summer camps as [...]
What is the cost of a lost customer? I have often theorized the importance of building relationships with customers and now a recent survey puts dollars to the sense of that theory. I learned today from CustServ that the cost of lost customers equals 338.5 BILLION a year! Further investigation from CustServ’s blog led me to [...]
Have you missed me? I received a call on February 13th that my father was suddenly very ill and I left my home, children and business without a backward glance. A lover of technology, I hung up the phone and immediately went to my computer to find the first available flight out but it was the Friday [...]
