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…
VU Resources
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…
The Positive Side of Negative Thinking
Some people don’t understand what they DO want until first they articulate what they DON’T want. So while looking through some of my older customer care tips , I ran…
Fix the Negativity
I was recently seated near a chronic complainer at a restaurant. Fortunately, I was able to move to an empty table far from earshot of the young man. I sat…
