The economy is showing signs of improvement. Businesses are getting busier.  When we are slow it is easy to chat up a customer, exceed expectations with deadlines and go the extra mile. But what about when it gets busy? I recently asked this question of the Build Customer Relationship group on LinkedIn and here are [...]

I’m on vacation.  I’ve been looking forward to this week for more than half a year.  A cabin in the Smokey Mountains of Gatlinburg, TN.  Reconnecting with nature that fuels my creative juices so that I can write my next book: Make or Break Moments: Revolutionizing Customer Relationships.   The website pictures look enticing – [...]

When we think of customer service, we generally think about face-to-face conversations, yet often our first contact with the potential customer is over the phone. When I was first promoted to Regional Manager over the Greater Detroit Pearle Vision stores (back in the late 80s) I spent the first few months traveling the stores and [...]