As I drove away from Holland, Michigan, I knew I might be in real trouble. I had read about blizzards and seen them on TV plenty of times, but I had never experienced one firsthand. Creeping eastward on I-196, the dim outline of dark shapes punctuated the whiteness on either side of my car. I […]
The beginning of the year is an excellent time to focus on your vision. I mean, after all, the year is 2020! What bigger hint do you need to take a moment and think about what you would like to see in your future? © 2020 Charles Marshall. Charles Marshall is a nationally known humorous […]
I needed a new printer a few months ago so I headed to my office supply store. I don’t want to publicly bash any company so let’s just say the name of the store was Stooples Office Supply. Moments after I walked in the front door, a well-meaning Stooples sales associate greeted me and began […]
It was the best of customer service. It was the worst of customer service. For legal purposes, I’m not going to mention the name of the mega airline to which I am referring in this article, but will disguise their name so you don’t know who I’m talking about. So, a couple of months ago, […]
On an episode of Undercover Boss, Joe DePinto, the CEO of 7-Eleven, went undercover at a 7-Eleven Store in Shirley, NY, to find out why they sell more cups of coffee than any other franchise. Shortly after arriving at work at 5:30 a.m., Joe discovered the secret of their success: an energetic, outgoing 7-Eleven employee […]
I have to go to the dermatologist regularly these days, because when I was younger I thought it’d be a great idea to lay out in the sun and burn myself to a crisp. Yes, it was stupid to expose myself to lethal doses of radiation, but on the other hand, I had a really […]
It’s that time of year again when it has become necessary for me to switch from shorts to pants, and I couldn’t be happier. I had almost forgotten the comfort, warmth, and security that wearing pants provides. It’s just like getting a hug of sunshine, but without the searing heat and life-threatening melanoma. The reason […]
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 […]
When I walked into the electronics store the other day, I noticed that the customer service rep was talking to someone on her cell phone. I waved hello to her but she turned away from me and continued talking on the phone. I didn’t saying anything to her, thinking that I’d just let her finish […]
For just a moment, forget about productivity. Forget about making your company more money. Forget getting a better performance review. To me, good customer service isn’t really about any of those things. To me, providing good customer service is about the person that I want to be. Think about the last time you were provided […]
