Real World Example: The other day, I had a dentist appointment. I was a little nervous since I hadn’t had any dental work since I was a child – and that was NOT a pleasant experience. To say I was anxious is an understatement. I was downright petrified. I...
Everyone knows eye contact is a sure sign of flirtation. Negative Ned Says… “In my peripheral vision, I can see that a customer needs my attention — but I’m busy doing my own thing. Besides, I don’t want to get involved in some lengthy conversation with him or...
Smiling causes wrinkles—can I collect workers’ comp for this? Negative Ned Says… “You want me to smile? I’ll smile when I win the lottery. You see anything to smile about around here? This is the face I make when nothing is going right and I don’t have any...
Inconsistent behavior creates disappointed passengers. Real-world story: It all started on March 8th. I was flying out of San Diego to Philadelphia on American Airlines. My original flight was delayed so I was transferred to another flight at another gate. The flight...
It was just another seminar at another hotel – or so I thought. To my surprise, I witnessed something unusual. Are you ready?…are you sitting down?…yes, I experienced FABULOUS customer service! Real World Story: It all started at 8:45 am on March 8th...
