VU Resources

It was late morning and I was in my hotel room getting ready to speak and then to travel on to my next engagement. It was a long flight and…

How do you sell the importance of customer loyalty to executives? Easy. Talk numbers. Not the kinds they’re used to seeing which are based on accounting principles, but the numbers…

Investing in customer relationships is insuring your bottom line. If you can save just 5% of the customers you currently lose, you can yield from 25% to 100% increase on…

I didn’t sleep well last night. For moments like that, I keep a notebook next to my bed just in case some brilliant thoughts show up. So in the middle…

Judy’s entire staff is female. It can be a challenging environment at times. One thing she has noticed is that her mood, as the leader, is profoundly contagious. If she…

This year I had the honor and pleasure to present my newest workshop, “Power UP Performance: Linking Employee Happiness to Customer Happiness” at the North American Conference on Customer Management.…

Does your reputation for good service keep you from listening to what the customer needs and is asking for today? After all, reputations are based on past behaviors. Sitting on…

While taking a walk over the weekend I discovered a mermaid down the beach a bit. Some extraordinarily talented person sculpted a ten-foot mermaid lying on her side, head resting…

These days, most people appreciate their customers, especially the customers that have stuck with them through thick and thin in this daunting economic time. While there are still some consultants…

I hate to generalize, but I am beginning to think that service givers are suffering from a disease I call E.D.S. – Empathy Deficiency Syndrome. Some of the symptoms of…