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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  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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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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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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Whether you are a restaurant, retail store, bank, university, or other type of organization, the way processes and systems were done in the past will not ever be the same. There will become a New Normal. Many people do not like “change” for reasons ranging from the uncomfortableness to the unknown. It has been quite […]
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Now is the time to redefine your culture. When businesses are given the go ahead to open again, for many it will be like starting over. If you weren’t happy with the culture you had, it will be a perfect time to create the culture you want. Delivering a customer experience that wows and amazes […]
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All levels of schools from Pre-K to College began classes last week. Both students and parents were either wowed and delighted by the organized systems in place and the treatment they received from the staff or they became frustrated, disappointed, and maybe even angry. The first few days of a new school year is an […]
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Service Excellence training for employees in higher education institutions should start taking place now. Before embarking upon another school year, make sure your departmental staff are ready to take on a new year in the life of your students. The first part of the training should remind everyone as to their higher purpose. Why are […]
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