Yep, the customers are in charge
See what happens when you mess with your customers – and they happen to be musically inclined.
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A question from a service manager
I’m one of the “experts” over at the Customer Service Advantage newsletter. That means I get questions to answer from time to time. Here’s one I got yesterday. “I’m learning the ropes as a new customer service manager. One thing I struggle with is giving feedback to my service pros. How do I give…
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More IPPA
As promised in this week’s Customer Care Tip I’ll be sharing some of my learnings from last week IPPA conference on Positive Psychology (P2). If you are wondering what the link is between P2 and customer care and loyalty – it’s this: “Positive Psychology is the scientific study of what enables individuals and communities to thrive.” That’s…
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Still All Fired Up
People keep asking me why I’m so darn happy. After all, they say, things are pretty bad out there. All the more reason to stay centered and happy I say. In fact, I’ve never felt stronger, smarter or more confident than I do now. Years ago when I got trained as a happiness coach…
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In Confusion: Opportunity
What a time of confusion it is. Most people are dazed, confused, fearful and stressed. We don’t know what’s going on out there so I figure it’s a good time to explore what’s going on in HERE, inside. Yep, inside of ourselves. It’s a time of opportunity. Contrary to popular belief, confusion is actually…
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Happy Valentine’s Day
A day dedicated to love. How nice. Everyone every where seems to be smiling today. At the farmer’s market this morning, the several stops I made today, even the dry cleaners where I complained about the stains they added to my cute little red jacket. The supermarket seemed brimming with couples picking out…
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Core Competencies
I love Peter Drucker, always have, always will. I started learning Druckerisms early in my career since he was a favorite consultant of my former boss, Gerry Leeds. http://leeds.colorado.edu/About_Leeds/interior.aspx?id=238 Drucker believed that every three years every company had to take a look at their “Theory of Business.” That theory is made up of the…
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Core Strength
Happy New Year! Today’s my first day back to exercising and blogging in a few weeks. A nasty cold, some minor surgery, and the holidays out of state visiting family has kept me away from both. It feels good to back. This morning at my “Extreme Stretch” class my brain kicked into…
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What the Mind Believes
Last week I had the honor to chair the North American Conference on Customer Management’s Customer First conference in Anaheim, CA at Disneyland. What a treat. (You can read more about it in this week’s tip) One of the several speakers I had the honor to introduce was Robert Stephens, the founder of the…
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Walk Like A Dancer
I was schlepping myself and my luggage through the airport this week feeling tired and old when I heard my friend and teacher Scotty’s voice in my head. “Walk like a dancer JoAnna, walk like a dancer.”
I have to tell you that at that very moment I felt myself grow taller, I felt my gaze rise from the moving sidewalk to what passes for a horizon in an airport, I took a deeper breath, I lifted my head and heart and then exhaled. I thought of how a dancer might move her body through an airport pulling luggage. I figured it had to be different than the way I’d been doing it. So I made up, in my mind, a vision of how I thought a trained and graceful dancer would be moving herself through the tunnel between terminals A and B – a mighty distance.
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