Dr Adam Grant, management professor at Wharton, wrote a book Give and Take: A Revolutionary Approach to Success. If you are on my mailing list and read my “Customer Care Tip” I’m going to take a wild guess that you are someone who has long ago embraced the idea of “giving”. When I recently saw an…
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? For almost all of our clients the #1…
I love books! They spill out of my bookshelves and sit on my nightstands and even on my favorite chair. My favorite books though, are the ones that can be read and referenced time and time again. Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan by Marilyn Suttle…
A few years ago, on a fine spring day, I took a walk at the beach. It wasn’t just any walk, it was a walk with intention, a walk with a purpose. That day while walking, I was asking for guidance from my Higher Self and the better angels of my nature.* It’s…
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