The number of days left in the New Year are dwindling – as is the time remaining to OWN it! The New Year always brings a sense of limitless possibilities and opportunities for success. This is also the chance to set the tone and head out of the holiday season...
As I’ve mentioned before, sometimes you have to take a hard look at how you do things for the good of the Customer experience. I also know that we all have a boss, and most likely there are policies, procedures, or guidelines that you are expected to meet for...
Everyone loves to feel appreciated. I can tell you that in most businesses there is a distinct lack of recognition and encouragement. I can also tell you that most folks really do like to hear that they are doing a good job. This is the reason why many engagement...
Black Friday: Synonymous with long lines, deep discounts, a turkey-hangover, and shopping! Some think of it as the shopping equivalent of spending time in the Thunderdome. I find it to be a great time to sharpen my service acumen. The term was coined in the sixties in...
Let’s face it, mistakes are going to happen. Sometimes you are going to fail to meet your Customers’ expectations, and in those moments, it will come down to how well those mistakes are handled. The first thing you need to do is let go of the...
