Funny Keynote Speaker Charles Marshall is one of the funniest and most original speakers working today!
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It’s a Wonderful Life Leadership Lesson
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 […]
But Don’t Take My Word For It
I could sit here and tell you about how much fun we have at my events, or I could step away from the microphone and let my clients have their say!
Strange celebrations of the 4th kind
We just celebrated Independence Day again, and for the first time in my life, it strikes me what a strange way it is that we celebrate this holiday in my family. First, we go over to my Uncle Harold’s house and stuff ourselves almost to the point of hospitalization. Then, at some point in the […]
Your worst customer service scenario
A few years ago, I heard the story of Ronnie who owned his own construction business. Ronnie had accepted a down payment from a client to do some remodeling but had dragged his feet in getting the job completed. The customer had complained several times, but Ronnie always had an excuse as to why the […]
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 […]
The Cadillac Man’s Christmas Gift
In the early seventies, it seemed almost every kid rode their bike to school. I remember standing in the front of my elementary school staring at the bike rack loaded with well over 100 bicycles of every type imaginable. Some kids were lucky enough to have new bikes with banana seats and monkey handle bars. […]
What if Your Customer Has a Point After All?
Sometime back in the early seventies, I was getting in our family car in a Kmart parking lot when I looked down and found a badly weathered eight-track tape (ask your mom) on the ground next to the car. The tape was in bad shape but closer inspection revealed that it was The Turtles’ Greatest […]
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!
How are you training your customers?
Have you ever noticed that so much attention is given to training employees, but so little to training customers? You are, at this very moment, training your customers. Every time you interact with your customer in your business, you are communicating something about yourself and your business. In every interaction, no matter how small, your […]