Through The Eyes Of The Fish

One summer, I went fishing with a friend. We rented a canoe and ventured out into a lake at dusk. If truth be known, I was mostly watching, not really fishing. But my friend was very serious about it. As dusk turned to darkness he opened his tackle box and began searching for a new lure. I watched, curiously.

Up until that moment he’d been using a yellow lure. He explained, “It’s time to switch to a black lure.” This mystified me almost as much as what I was doing in the middle of a lake, in the dark, fishing.

I had to ask, “Why would you use black lure in the dark, in what now looks like a black lake?”

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Oct142010
Isn’t it ludicrous to believe that we could ask workers to care about customers if they don’t feel cared about? Isn’t it crazy to think that we can ask people to take “ownership” of the customer and the customer’s problems; if we don’t take ownership and create a workplace where people can feel their sense of self-worth grow? And where they can learn and develop as people as well as performers?

Customer Care and Employee Care Go Hand in Hand

I just returned from speaking at another Inc. Magazine Conference on Customer Service Strategies. I enjoyed three days of learning and networking with some of the best and the brightest minds in the field, and in the entrepreneurial community. There was one thing in particular that was so rewarding for me this year. The absolute recognition and affirmation in almost every session that I attended that without creating an environment where the workers feel valued and good about coming to work, you cannot even hope to deliver a level of service that will build true customer loyalty.

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Articles, Customer Service, Happiness, Happiness at work, Leadership, Tips

Are We Having Fun Yet?

If you’re too busy to laugh, you are entirely too busy, according to “fun” expert Matt Weinstein, Founder of Playfair, in Berkeley CA. Matt, who has built an entire organization around the concept of play at work, believes the company that plays together, stays together. The intentional use of fun on the job can help improve employee morale, increase productivity and create a more people-centered corporate culture.

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Oct122010
If you are a customer facing person, you know that there's never been a time when great customer service mattered more than it does now. The economy is recovering, but consumer confidence is still down, and the customers who are buying have scores of choices of where to buy and how to buy. And now, almost every product and service out there has been "commoditized" so it's hard to determine who actually offers the best value (and so, many people just shop based on price alone.)

7 Things Every Customer Facing Person Needs to Know Now

The “Get Real” Guide to Having a Good Day Every Day

By JoAnna Brandi

There’s never been a time when great customer service mattered more than it does now. The economy is recovering, but consumer confidence is still down, and the customers who are buying have scores of choices of where to buy and how to buy. And now, almost every product and service out there has been “commoditized” so it’s hard to determine who actually offers the best value (and so, many people just shop based on price alone.)

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Articles, Blogs, Creating Customer Happiness, Creating Happiness, Customer Experience, Customer Happiness, Happiness at work, Tips

How Zen It Is!

I”m getting ready for two important events: Customer Service Week (Oct 4th – 8th) and uploading the short videos I made yesterday that we’ll be sending out every day that week (It’s the ONLY time of the year that you will be receiving mail from me every day – and it’s only 5 days). And…

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