How to make positivity contagious for improved customer service

Negativity has always been easier to pass along than positivity. This is largely due to our antiquated human nature of day-to-day survival against the world around us. Our existence depended, historically, on knowing where dangers could be found. So passing on this negative knowledge was essential to our lives. However, we no longer live in […]

Home Depot Steps Up, Again: unexpected lessons in great customer service

A few months ago, I posted an encouraging story about Home Depot and the great service it provided to a friend of mine. Following is another Home Depot service story relayed to me by that same friend. Real World Story: Over the Thanksgiving holiday, I talked with my mom about the great Black Friday sale […]

How to Delivery Concierge-Style Customer Service

When you think of the word “concierge,” many of us imagine personalized exceptional service for elite customers—the white glove treatment for a privileged few. But concierge-style customer service is a service you can deliver to all your customers all the time. Real World Story: At its core, customer service is about helping people. And to […]