Are you customer service driven? I rent cars a lot. I rent them when I’m traveling across the country, but I also rent them when I’m doing events that are 3 or 4 hours away, so that I avoid putting extra miles on my own car. Consequently, I’ve come to know all of my local […]
They say that nature abhors a vacuum, but the truth is it hates all appliances. If you don’t believe me, leave a toaster in your yard for a couple of years and see what happens. Nature will not be kind to it. I live in the South, so seeing yard appliances isn’t that uncommon. There […]
One of the questions I am most frequently asked these days is: How do we hire quality employees who want to work? My answer is pretty simple, really: Always be recruiting. Recently, when I was speaking at a school nutrition conference, I asked for volunteers to stand up and tell me their best customer service […]
For dozens of years modern culture has told us that we can be anything that we want if we just believe hard enough. If you hold on to your Dumbo’s feather, you can fly! If you believe in fairies and clap your hands, Tinker Bell will spring back to life! But (brace yourself) the real […]
See if this sounds familiar. The first of the year rolls around and you say, “Maybe I’ll try one of those New Year’s resolution things this year!” So you tell yourself that you’re going to lose weight, start exercising, read more, or whatever it is that you would like to do. So you go to […]
Not long ago, a young man named Tucker came over to my house to give me an estimate on a home repair. I didn‘t have to talk to him for very long before I realized he had a severe stutter. Every third or fourth word he spoke was accompanied with an awkward pause while he […]
Can I get personal with you for a minute? From the moment I first saw the Monkees on TV as a kid (if you don’t know who that is, ask your mom), I knew that I wanted to be a singer. As soon as I could, I learned to play guitar and began writing songs. […]
If you made a list of your top priorities at work, how far would customer service be from the top? If I called the people who work with you, would they tell me that you are pretty good at customer service, or would they tell me you are great at it? Great customer service isn’t […]
Working as a keynote speaker for the past 20 years has allowed me the opportunity of talking to a lot of presidents and CEOs of successful companies. When I get in front of such people, I’ve made it habit to ask them, “Why are you so successful? What did you do right with this company?” The […]
Your customer shouldn’t have to interrogate you just to get a solution for her problem. She shouldn’t have to pin you to the wall and force you to sell her something. She shouldn’t have to chase you down to give you her money. You would think this would be a fairly obvious concept, but for […]
