Recently we purchased a new house and embarked on a renovation adventure. Which meant an awful lot of time spent at home-improvement superstores. This presented a unique opportunity to develop a deep relationship with a few locations. As...
A Customer’s perception is their reality. And they don’t care about your excuses. They really don’t. I was waiting in line for a cheeseburger this past week, and I noticed it was taking a really long time. I looked up and saw what could best be...
Customer services doesn’t have to be complicated. I have worked with many organizations over the years, and one thing I have noticed is that struggling businesses tend to over complicate things. Whether it is their brand proposition, their hiring process,...
I do love the idea of making New Year’s resolutions. Every year I thoroughly consider what my biggest goals will be for the coming year and then I attack them. If you are going to have more success with your resolutions than those who abandon the Gym...
All too often when things go astray with Customer service it is because businesses don’t have their processes buttoned up. Process is like air – you don’t appreciate it until you don’t have it. I can remember working in a business that had a determined batch of...
