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…

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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…

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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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