What Flavor is Your Service?
Ken Blanchard calls it creating “Raving Fans.” Ron Zemke calls it “Knock Your Socks Off.” Jerry Fritz calls it “The Power to Wow” I call it “Exquisite Customer Care.” What…
VU Resources
Customer Focused…Let Me Count the Ways (Part 1 of 2)
I’d love to say that every organization out there understands what customer-focused really is, but I can’t. In fact, in some ways we’re further from it than we were 20…
Customer Focused…Let Me Count the Ways (Part 2 of 2)
In Part 1, we explored what “Customer-focused” really means. If you missed it, I suggest you read it HERE. Part 1 covered 16 different ways you can bring the Customer (and their…
Freedom to Fail
Organizations would be much nicer to work for if they gave people the freedom to fail. Places that set up safe emotional environments by building trust and respecting people simply…
Where’s Your Genius Bar?
More and more I see that companies don’t tap into the real genius of their employees. They don’t use their ideas and feedback for review panels, boards of advisory, ‘postmortem’…
Fixing $12 Haircuts
The owner of a beauty salon was worried. He had a large and happy clientele who willingly paid his $30/haircut fee, but noticed an obvious decline in customers when another…
Is Workplace Happiness a Business Decision?
Want a more positive workplace where you and your co-workers feel happy and motivated? Want to make customers happier so that their loyalty — and your profits — grow? Want…
Are We Happy Yet?
People who are happy at work perform better and so do the people that work with them. Gallup reports that 9 out of 10 people say they are more productive…
She Ain’t Heavy
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…
Happy or Hectic?
This time of the year can be as hectic for insurance agencies as retailers as you prepare 1/1 renewals. Throw in the trappings and commitments of the holiday season and…
