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. [...]

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 [...]

I  just had an argument with my son.  Not the first.  It comes down to a basic difference between what is right and what is wrong.  I’m the parent and so therefore, I am right.  No really.  I am. But that apparently doesn’t matter as I’m watching him pack his suitcase. He has decided to move out. [...]

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 [...]

Some people think only intellect counts: knowing how to solve problems, knowing how to get by, knowing how to identify an advantage and seize it. But the functions of intellect are insufficient without courage, love, friendship, compassion and empathy. Dean Koontz Intellectually, we understand the value of empathy; the effort of putting yourself in someone [...]

  Last month I overheard a conversation between a customer and a sales person.  The customer wanted a refund for a product and the sales associate was explaining that the company policy dictated that a check would be sent to the customer’s home.    The customer was upset.  The employee’s response?   “Did you read [...]