A successful business owner once told me that as soon as he gets a call from a customer who has been buying a similar product from another company, he knows he can strike to steal that customer. Most customers are lazy and if their current provider is satisfying their needs, they won’t look around. But […]
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Last week, I was invited to play pickleball in a private gated neighborhood community. As I drove up to the guard gate, the window to the kiosk was closed shut. Since there was a barrier gate in front of my car, I couldn’t move forward, so I sat there. A couple minutes later, the window […]
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1. Share your vision of what exceptional service looks like for your department. 2. Show enthusiasm and energize others with your commitment to Service Excellence. 3. Exhibit a sense of urgency in achieving goals and objectives. 4. Encourage teamwork within your department and with other departments. 6. Hold yourself and your staff accountable to established […]
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This weekend my husband and I went out to eat at two of our favorite restaurants. Both restaurants are very popular; one is a pizza place and the other is a breakfast diner. This weekend was no exception to their popularity as both were filled to capacity when we arrived; but in both cases we […]
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  Once in a great while you come across a company that blows your socks off with their customer service and that is exactly what has happened to me over the past few weeks in working with Vanguard investments. What is their secret? Three things: 1. Responsive. I have never had to wait more than […]
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There is a revitalization occurring as we begin 2021 and organizations are looking not only to revive their businesses, but to create a rebirth or a new beginning. One of the ways this is happening is through organizing the whole business around the delivery of exceptional customer experiences. It is called the Business of Experience […]
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I took ballet from the age of 7 until I was 17 years old. It is a highly disciplined art and I loved it! Dancers spend hours upon hours of perfecting their technique, so that when performance time arrives, they are able to perform at their peak. However, the performance is not just about the […]
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  You have been in survival mode for the past seven months just trying to figure out how to rework your business and organization during this pandemic. Now as things are loosening up, you are ready to get back to some of those key strategic initiatives you wanted to undertake before the crisis. Several clients […]
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In today’s fast paced world, you don’t have long to create an emotional connection with your customers to build strong customer loyalty. Here are three phrases that can be used to speed up that connection. They are easily remembered by the acronym CUS. CUS stands for: I’m concerned… I feel uncomfortable… I feel scared… CUS […]
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