Another shameless plug for myself disguised as a harmless promotional video. You’ve been warned!
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A man’s approach to Valentine’s Day
I don’t know why I always wait until the last minute to buy my wife’s Valentine’s Day present. Most likely, it’s because I’m a guy. It’s a terrifying ordeal trying to pick out a Valentine’s Day card on Valentine’s Day evening because there is absolutely no selection left. I don’t know who else could have […]
Customer service basket case
Customer service means never saying “no.” I went into a sweets store at the mall this past weekend to buy a gift basket for a visiting client. As I browsed the store’s shelves, I noticed the goodies in the baskets looked less than appetizing, so I asked Jeff, the customer service representative, if he could […]
Rock and roll leadership
By the late 1970s, Journey was pretty much finished. The band had recorded three albums, all of which had been critical successes but market failures. They had managed to sell several hundred thousand albums cumulatively, but in the recording industry at that time, selling one- or two-hundred thousand units per album was pretty much like […]
Does your customer service cost you anything?
Sooner or later you’re going to mess up. Everyone does. But what you do about your mistake is the thing that defines you both personally and professionally. I had just walked off the stage and was talking to the association president about the event. He raved about how his group had loved my presentation and […]
A brief history of St. Patrick of Ireland
St. Patrick’s Day celebrates the life of St. Reginald Patrick (Reggie for short) who is known for driving the snakes out of Ireland. Twentieth century historians have disputed this claim, however, arguing that instead of driving the snakes, he merely purchased them bus tickets. Modern historians, however, scoff at this claim, noting that only lizards […]
Why Are Good-Looking People Treated Better?
Good-looking people on airplanes always seem to get the best treatment. You know it’s true. Don’t try to argue with me!
SERVE Like Robin
Have you ever experienced truly remarkable customer service? In this video I talk about my favorite mail carrier and how she exemplifies The SERVE Method. Feel free to share this video with your staff and use it in your customer service training. Its use is my gift to you! © 2019 Charles Marshall. Charles Marshall is […]
Mistletoe-tally Bizarre
A lot of odd little customs have somehow become attached to the Christmas season. Take mistletoe, for example. What an amazing concept! Hang a little twig over someone’s head and you get a kiss. I guess that makes sense. Nothing says romance like a poisonous sprig of parasitic vegetation. I’m not sure how the mistletoe […]
Celebrating Hidden Kindness
Tell me, what do Tom Hiddleston, Emma Thompson, Kelly Clarkson, Tessa Thompson, and James Earl Jones have in common? Sure, they’re all hugely successful celebrities, but what else? What would they have in common with Philippe Petit (the French high-wire artist who became famous for his high-wire walk between the Twin Towers at the World […]