Blog

Karma Footprint

ournalist, Emily Yellin, author of “Your Call is (not that) Important to Us” in 2009 traveled all over the world to talk to people in call centers and their customers told wonderful stories of companies that are finally paying attention to the details

Focus on Bad News

While enjoying dinner at my favorite Italian neighborhood restaurant, I saw a local business owner I have known for years. I ask “How’s business?” His response was “Terrible”.

Get On Your Case

“I’ve been on my case” said Judith when we spoke today.

Judith called to involve me in a joint venture, and in the course of the conversation she used the phrase “no problem” seven or eight times.

Negative People Dragging You Down?

A question came to me yesterday that I answered, and thought I would share with you here.

The Lost Generation

Do you think different generations find it difficult understanding each other? I often hear that the older generation (now my age) doesn’t think the younger generation (now younger than my daughter) has any values.

Stay Beautiful

I once had a boyfriend who used to end every phone conversation and every email with the phrase, “Stay beautiful.” At first I was delighted by it, but as time went on, I have to admit, occasionally it annoyed me.

What’s the Secret to Getting Them to Come Back?

Often when doing research for clients we ask their customers to rate them on a 10 point numeric scale. If they rate the client a 9 or a 10 we ask the asset focused question. “What are the favorable components of your experience with the Company?

Welcome! It’s nice to have you with us

Last week was great and as always I’m grateful for all the opportunities that have come my way. I’m in the middle of a job in Colorado and after last week’s workshop, the CEO of the company, at my request, gave me some feedback about a little something I could add to the program that would make him happy.