When you deeply care about something, it’s easy to create enthusiasm about it. And if you truly care about your customers and the products you represent, it will be easy to please your customers and go the extra mile So, kill them with kindness, use your enthusiasm to...
Has this ever happened to you? Real World Story: A meeting planner who had recently booked me for a keynote presentation told me the following true story: “It was approximately 12:15 in the afternoon, and I had a lunchtime craving for one of my favorite sandwiches at...
I’ve noticed a trend lately. The companies that hire me to help with customer service are ones that already have great service. When you think about it, that makes perfect sense! When an organization’s leaders believe in and understand the importance of proactively...
Have you ever been treated badly simply because of how you were dressed? I bet it didn’t make you feel very good, did it? Real World Story: The other day, my husband and I went browsing at the stores at our local mall. We eventually wandered into the upscale...
The other day, while teaching a customer service workshop, I transitioned into a discussion with my participants about professionalism. The workshop participants’ ages ranged from early 20’s to late 60’s. At first we had some disagreements until I asked them what THEY...
Real World Story: It all started about 11 days ago… SUNDAY: I noticed my cat wasn’t eating and was acting very lethargic. Trying to avoid for her a traumatic trip to the veterinarian’s clinic, I called a mobile vet service—based on the great reviews the service...
