Maybe it’s time to re-think your goal of customer satisfaction. My family and I spent the entire day driving through a torrential downpour to get to an important event three states away. Both of our kids were cranky and miserable which meant my wife and I were cranky and miserable. We all were ready to […]
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 […]
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 […]
Do you really have to tell the server you have a coupon before you order? In this video of me speaking to a live audience, I explore that question and talk about what happened when my wife produced her coupons at IHOP. © 2020 Charles Marshall. Charles Marshall is a nationally known humorous motivational speaker and author. […]
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 […]
If you haven’t seen It’s a Wonderful Life, stop what you’re doing right now and go watch it. Then call your parents and ask them why they omitted this crucial piece of awesomeness from your upbringing. I watch it every year and, if the other members of my family are to be believed, I always […]
Thanksgiving is almost here, and I’m all atwitter with anticipation. In celebration, I plan to once again partake in the age-old tradition of gorging myself with an embarrassing amount of food, creating gastro-intestinal problems the like of which are rarely experienced in industrialized countries. This year my family and I are planning on eating out […]
The back-to-school ritual in my household when I grew up always began with a trip to the discount department store, where my mom’s mission was to outfit me in the most embarrassing clothes possible. Between the dressing room and the cash register, I’m sure my pants lost roughly six inches of length. You might be […]
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 […]
Not all of my customer service stories are about great service. This is a video of me telling a story about bad service I’ve gotten, but don’t worry! I disguise the name of the company so you’ll never know who I’m talking about!
