We live in a lonely world. We share the planet with billions of people, and we see hundreds around us on a daily basis. Yet we are not connecting with our fellow man. We walk next to one another on the street, stand closely in elevators, sit tightly on buses and...
Simple Service Secrete #1: The Power and Impact of a Positive Attitude As our national U.S. elections draw to a close, we are reminded of the power of words and actions. It’s clear to see how negativity takes a life of its own, drawing many of us into...
Can exceptional customer service be trained? Can you nurture service reps to care about your customers, or is caring a trait of nature inherent in some people and not others? We’ve all dealt with customer-facing employees who seem to not give a hoot about taking care...
Real World Story: So you’ve schlepped across the world in an airplane for thirteen hours. On arrival to your destination, you then schlepp your luggage around from service counter to service counter—from car rental place to hotel lobby to restaurant hostess station....
Last week, I shared a story from a colleague about customer service at Ralphs and Smart & Final. This week, I’ll share a follow up story with a surprising twist in outcomes. Real World Story: “So this week, I had a craving for homemade Mexican mole and cheese...
While working on research for my upcoming book, I came across an innovative new company. This company, named SERVICE, helps customers settle product and service complaints with one simple call, click or touch. Have you ever called a company to voice a complaint only...
