Are you wanting to be a game changer?

It’s obvious there is a disconnect with people. It’s obvious there is strife, distrust, anger, and unwarranted judgment. You simply have to turn on the news to hear about the bombing between religious extremist groups, the school shooting that came “out of nowhere”, the home-grown terrorist that rammed a vehicle…

Continue reading

Please spread the word:
RSS
Facebook
Twitter
YouTube
LinkedIn

What we’re teaching about customer interactions is wrong.

The things we teach and train regarding Customer Service and Customer Experience are missing the point. Customer Service/Customer Experience are not just: Taking your money Giving you a product or service A transaction Customer Experience is much more noble then that. It’s much more serious and impactful. We’ve GOT to…

Continue reading

Please spread the word:
RSS
Facebook
Twitter
YouTube
LinkedIn

Do you LOVE Customer Service? Do people think you’re nuts? You and I share a powerful secret. . .

People may think you an I are nuts when we confess that we LOVE customer service. Some owners and employees think it’s not the sophisticated part of business, but I challenge that assumption. Providing excellent customer service means that you have to provide an excellent Customer Experience. Think of the…

Continue reading

Please spread the word:
RSS
Facebook
Twitter
YouTube
LinkedIn

Confessions of a Closet Introvert – the ugly reality of selfless service

Most people would bet money that I’m an extrovert; especially those who met me when we ran our Boutique Hotel. Sure, I talked to people all the time. But I rarely talked about myself. I was the ‘Master Avoider’ of personal questions. Yes, I always greeted our guests with a…

Continue reading

Please spread the word:
RSS
Facebook
Twitter
YouTube
LinkedIn

Managing Your Customer Experience – what’s the big deal?

Not to sound crass but frankly, managing your Customer Experience makes you money. If you’re not making money, you’re not in business. Most definitely be passionate about your product or service, about adding value to people’s lives. Also understand that making money is one of the indicators that your business…

Continue reading

Please spread the word:
RSS
Facebook
Twitter
YouTube
LinkedIn

Cultivating Your Employees to be Influencers

Do you want your employees to perform ‘on point’ even when you’re not around? Of course! How do you help this happen? Do you need to set up remote video monitoring stations? No, that would be absurd and be counterproductive to the type of environment you’d want to create. (Although…

Continue reading

Please spread the word:
RSS
Facebook
Twitter
YouTube
LinkedIn