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 [...]
My phone just rang. The caller introduced himself as Dave Somebody. “Hi Dave, how can I help you?” I asked. Well, I represent a company that compiles memorabila for your loved ones.” -pause – HYSTERICAL LAUGHTER. I am racking my brain. Is this a prank? Is this my brother? I’m thinking back over his [...]
Guess we won’t be seeing Lebron in this uniform again. Let me start by saying that I’m not a basketball fan. If I had to pick a sport and lawn bowling wasn’t an option then baseball would be my pick. There is something so boring about watching a bunch of guys in shorts run to [...]
Just recieved confirmation that this blog, Make or Break Moments, is available as a monthly subscription for you Kindle lovers. Reading your favorite blogs on Kindle? Hopefully this is one of them. For $1.99 per month subscription you can now receive the updates on your handheld reader. Visit, Kindle: Make or Break Moments to subscribe. [...]
I was reading Leslie Ungar’s monthly newsletter from Electric Impulse Communications – always a great read but one of her Lessons this month really hit home: Retail – In Person and Email This particular boutique emails to me their monthly newsletter and sales announcements. I assume the purpose of Internet marketing is to create sales. [...]
I just finished writing a short document that relates seven customer service concepts to familar fairy tales. We all strive to provide superior customer service and several companies (i.e. most) claim they provide an excellent customer experience and yet few deliver on a consistent basis. So that’s why I thought I’d take the [...]
Before I even start my story, you know it will be wildly wonderful. Why? Because it happened at Trader Joe’s. Can you imagine having your name so closely associated with great customer service that all people have to hear is your name and know right away that it will be great? Like Jell-o is synonymous [...]
Have you had this experience… You are talking with someone (customer, parent, spouse, boss, vendor) and you just know that the next words out of your mouth are either going to make the relationship or break it for all time. What do you do? It may be a new customer walking in the door or [...]
