Your Guide to Creating the Ultimate in Customer Experience

Being the best in your field is not limited to creating a marvelous product. It’s much more than that. To be heads above the competition you must create a fabulous Customer Experience. Pants. I was eager to buy some pants. I had cash in hand, had taken the day off…

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Customer Service as a Performance?

How many times have you been underwhelmed with the first person you encounter at a business? My guess, sadly, is that it’s almost each and every day. Service expectations have gotten so low in many cases that we’ve come to expect, and excuse, mediocre interactions. Frankly, businesses are unnecessarily losing…

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Staff Evaluation Guide

It’s a new year! goal setting, evaluating, making plans, resolutions, etc. How about a handy guide to help you with your staff? My friend who owns a Med Spa, Columbia Laser Skin Center, just returned from her annual three-day planning trip and has wrapped up end of the year evaluations…

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Rest: My Four Letter Word

When asked what I enjoy, what I want to do when I retire, I often simply answer ‘work’. I love creating, doing, accomplishing, growing, learning, helping. When I reach a goal, I don’t pause for celebration, I’m motivated to get on with the next fun project. Not surprising that rest…

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Head for the Hills

I’ve heard it, you’ve heard it, we’ve all heard it. Corporate retreat, strategy session, working retreats, planning weekend, get-a-way, etc. Yet for small business owners, getting away to plan, or heck, to just get away, can seem like it’s more trouble than it’s worth. Obstacles & Objections What would happen…

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Perception IS reality (especially for your customer).

80% of companies say they deliver “superior” customer service. 8% of people think these same companies deliver “superior” customer service. “Customer Service Hell” by Brad Tuttle, Time, 2011 “There is not truth. There is only perception.” Gustave Flaubert What’s happening? Where is the disconnect? This disconnect is not an uncommon…

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