What a mess the world seems to be in today! Looks like the economy’s up, the market’s heading down, the institutions we once counted on can’t seem to be trusted (think Wells Fargo, VW and Equifax) and people are very very edgy. Seems while some people win, a whole lot of others lose. It’s enough to make…
An Indelicate Moment – hey we all have them occasionally I was talking to a friend of mine the other day. It was an awkward conversation. He was giving me some feedback about how the last time we spoke I made him feel self-conscious. I heard him. I walked away thinking, “Perhaps…
Customer Service Week is here. You know I much prefer to call it Customer HAPPINESS Week, because when Customers are happy about doing business with you, they tell friends. Oct 2-6th is set aside to pay special attention to your customers and your customer care efforts. Many companies have been planning their activities and…
Have you ever gone into a department store, bank, or restaurant and been greeted by someone who was acting polite, but who you knew couldn’t give a rip? It’s a major turnoff for most people. (That’s because it’s a sure sign of insincerity and a lack of caring.) But you and all the…
Survey results and a “Time In” for you. Pay attention. pay attention. We pay with our attention. where are you putting your attention these days? I’ve been quiet lately. My ear’s been to the ground. I’ve been reading a lot of different things and gathering lots of information over the last months.…
While out to dinner with a friend last week, he carefully and specifically ordered his drink, a bloody Mary. “I’d like it made with plain tomato juice, vodka, and a lime, I don’t want any spices at all, please.” The server took the order and shortly returned with a drink that included the spices. After tasting…
He had a cow head on the truck and a sign that said “You wave and I’ll moo.”That was Stew Leonard’s grandfather who delivered milk from this truck. If you’re not from CT you may not know that Stew Leonards is the legendary grocer in CT. The company’s leadership style may be considered as wacky…
Journalist, 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 of business that matter to customers. From recording an initial greeting for a…
As most of you know, I teach positivity and happiness practices in business and I often hear, “ You must be happy all the time.” Surprise, I’m not happy all the time.
Sometimes I’m downright crabby. Lots of things effect my crabbiness – the weather, what I’ve eaten, how much sleep and exercise I get, the people I’m spending time with. Much like most people there are lots of things that irritate me, when I let them. (And yes, of course I do.)
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. At that time in my life I was certainly not used to taking compliments gracefully (I’ve gotten over that) and there were many days where I felt far from anything that resembled beautiful.
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