Giving thanks is a yearlong endeavor for many of us. And as we enter the season in which giving thanks is more in focus than at other times of the year, let us emphasize THANKFULNESS. Let us give thanks for the customers, clients and patients whom we serve with...

Professional staff yelling at customers in public view of other customers is always a very bad idea. Very bad. It is especially problematic when staff accuse customers of serious misconduct like running out without paying for services—only to learn later that the...

It happened just like that. One minute my phone is fine, the next the screen is black and flickering. After a few hours and hundreds of attempts to restart my phone, I give up and head to the nearest Verizon store. Real World Story: I arrive at a local store around...

In customer service, we work in a complicated world. We are, more than ever, needing to navigate the delivery of customer satisfaction cautiously but professionally. There was a time when caveat emptor was the way of doing business, “let the buyer beware.” This put...

Browsing books at a bookstore. Watching a movie at a drive-in. Picking up your photos at the Fotomat. Reading a newspaper. Going to the bank. Eating out at a restaurant. Disco roller skating, for the love of Pete! All things that are now obsolete, or nearly. But we...