service Archive

What to do with the Failures?

What do you do with the failures? Do you distance yourself? Or something better?

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Can You See Yourself?

Are customers just an unwelcome interruption to many businesses and their staff?

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Improvement Barriers

For many, there is either no time or no money to improve. That’s a big problem.

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Be a Customer, Notice What Works

When buying something, did your salesperson make you happy or miserable? Why?

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Missing the Mark: My Warranty Tale

Even when being great, missing the mark just once can create challenges that outlast all your good work.

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Thankfully, Clients Can Be Difficult

It is the challenging situations that allow us to show we are true professionals.

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The Only Person In The World

Effective communication is highly dependent on our awareness of the people around us.

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Pointless Appointments

There are different standards based on status, perceived status or profession.

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Practicing at Waffle House

Being the customer is a great place to practice communication and usually results in better service too!

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You Can Tell Me "No"

Many people are so culturally geared to avoid the word “no” they would rather tell a lie.

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Painting Your Picture

Want someone to know the benefits of working with you or buying your product or service?

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The Hospitality Business

We are all in the hospitality business. Not just service. Not just customer service. Hospitality.

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Your Call is Not Important

The phrase “your call is very important to us” really looses crediblilty after 30 repeats.

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The Power of Genuine Appreciation

You cannot accidentally appreciate. It is a deliberate action but also an action with rewards.

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Absolutes

Absolutes. I see them talked about and written about in print and online all the time. BOLD, PROUD, DECLARATIONS…

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