Oct142010
I am beginning to think the service givers are suffering from a disease I call E.D.S. – Empathy Deficiency Syndrome. Some of the symptoms include apathy and an amazing ability to look right at a customer and not see a thing. The other peculiar indication of this syndrome is the inability to use the words “I’m sorry” or calming phrases such as “I can understand how that might be upsetting.”

Overcoming Apathy by Bringing the Customer to Life in Your Company

JoAnna Brandi hates to generalize, but I am beginning to think the service givers, especially here in Florida are suffering from a disease I call E.D.S. – Empathy Deficiency Syndrome. Some of the symptoms include apathy and an amazing ability to look right at a customer and not see a thing. The other peculiar indication of this syndrome is the inability to use the words “I’m sorry” or calming phrases such as “I can understand how that might be upsetting.”

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Articles, Tips

Judy and the Jerk

I was talking to my friend Judy the other day. She owns a small business here in town and has clients all over the country. We were talking about motivating employees because I have been writing a teleclass on that very topic for National Seminars (see below) and I love this energizing topic! Whenever I am working on a project I have a habit of discussing it with a lot of people to get a whole range of opinions

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Articles, Happiness at work, Leadership, Tips
Oct142010
I was talking to my friend Judy the other day. She owns a small business here in town and has clients all over the country. We were talking about motivating employees because I have been writing a teleclass on that very topic for National Seminars (see below) and I love this energizing topic! Whenever I am working on a project I have a habit of discussing it with a lot of people to get a whole range of opinions

Want To Keep Customers & Create Profits? These 5 ‘Positivity Pointers’ Can Help You Enhance Your Customer Experience

There’s no doubt about it; customer loyalty is key to profitability. A mere five percent increase in your customer retention could as much as double your bottom line profits! On the flip side, it costs anywhere from 6-30 times more to get new customers than it does to keep the ones you have – that is, if they’ll stay!

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Articles, Blogs, Creating Customer Happiness, Customer Experience, Happiness at work, Tips
Oct142010
The key to customer loyalty? Creating consistently positive experiences time and time again.There’s no doubt about it; customer loyalty is key to profitability.

The Problem with “No Problem”

It was late morning and I was in my hotel room getting ready to speak and then to travel on to my next engagement. It was a long flight and wanted to be able to change into my travel clothes before getting on the plane. Knowing what a hassle that can be without having the convenience of a hotel room, I called down to the front desk to ask a favor.

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Articles, Creating Customer Happiness, Customer Service, Leadership, Tips
Oct142010
So yesterday when I got off the phone with my phone company’s tech support service and when I bought some light bulbs at the drugstore and when I called to have a package picked up and asked for water with lemon at the restaurant the other night and I got that same response, “No problem,” “No problem,” “No problem,” “No problem,” “No problem,” I let out a rather loud shriek.