Ask Better Questions
In another article, I shared with you my all time favorite question (You remember, don’t you? It’s “How have I created value today?”). Now I want to talk a little…
Agency Operations
Chasing Rainbows
It’s expensive to keep getting customers who leave because you haven’t delivered and delighted. In the business to business marketplace it is estimated that it may be costing you 30…
Little Things Mean a Lot
“There’s no magic to magic,” Walt Disney once said, “it’s all in the details.” Sometimes those details are small, seemingly insignificant things, little extras that add up to a strong…
Looking Back, Stepping Forward
Happy New Year! We begin 2005 with the intention of putting the abundant learnings with which we were blessed last year to good use this year. With that in mind,…
Where’s the Love?
I really hate to generalize, but I am beginning to think that many service givers are suffering from a disease I call E.D.S. – Empathy Deficiency Syndrome. Some of the…
Love is in the Air
Love, love, love. It’s still February, so I figure I can still talk about love, even if this is business. Have you considered the idea of love as a management…
Is Customer Loyalty Dead?
When a company meets some or all of our expectations we usually say we are “satisfied.” When a company goes a few steps farther and exceeds our expectations by creating…
What Motivates YOU?
People are motivated by all kinds of things, some crazy, some understandable, and some just downright weird. For our purposes I’ve compiled a list (along with my good friend Bill…
The First Secret of Motivation
You need to keep motivated and stay motivated if you are going to deal with customers. I adore this Zig Ziglar quote that says it all: “People often say that…
Building Your Customer Care Muscle
What would you do if you had a customer care coach? What if you had someone who would help you understand the things you and your whole team could do…
