Stop Spouting EMPTYthy Provide great service by turning over a new LEAF
After waiting an hour for my food to be delivered to my hotel room—late by 30 minutes according to the delivery time promised in their email confirmation—I called the company. Then I had to wait an…
How to Wreck Your Credibility in Three Simple Steps
>As a SME (subject matter expert), you have spent a great deal of time creating content that will effectively express your ideas and address the interests of your audience. You begin presenting …
The Four Biggest Mistakes that Even Professional Speakers Make
Learning from the best is always a good idea, especially when it means learning from their mistakes. Even professionals sometimes make these four common mistakes—but they all can be easily overcome…
Five Words That Could Kill Your Business
Joe left a message with a store about an order he had placed a month ago. “Hey, I hate to bother you, but are there any updates on my order?”
These words may seem pretty innocuous. However, they in…
The Importance of Being Known
You walk into your favorite diner and your waitress Judy, says, “I saved you a piece of your favorite chocolate cake”. Or your mail lady, Sharise, says “How’s Danny?” (your son who moved away from …
Exceptional Customer Experiences
When we’re talking about exceptional customer experiences, a banana certainly can.
I dined at Parker’s tonight (yes, they invented the Parker House Roll) in the Omni Parker House in Boston. The ser…
The secret to great customer service is “be a human.”
Standing at the front of the line at my city’s office to pay my property taxes. Next to me at the counter was a man who was also paying his property taxes. The woman behind the counter working with…
Why is it important to say thank you?
Recently a video appeared showing Cameron Dietrich, a diver, helping a Sea Turtle get free from a fishing line. The turtle immediately swam away once freed. Moments later the turtle returned as if …
Trustworthy Build Credibility
“To be trusted is a greater compliment than being loved.” said George MacDonald, the Scottish Novelist.
We all know that trust is essential in sales. But, often, trust feels like something that is …
The Golden Rule is Killing Customer Service
“Do onto others as you would have others do unto you.” That’s the Golden Rule. Seems like an unarguable truth for customer service. In fact, when I am helping people improve their customer service,…
