We just moved through an incredibly challenging year. It’s the most toxic one I’ve ever experienced. Perhaps you feel the same. Hacking, haranguing and a harrowing election cycle has put a damper on happiness for so many. Knowing I was going to write to you today, I sat over the weekend, tapped…
That’s the title of a workshop I did years ago for a big international bank in NY. We were trying to get the customer-facing people to loosen up just a little and lead with an open mind before automatically saying “No,” which so many bankers had been trained to do. I know. That’s where I…
Pick up any business magazine today and (finally) there are some frank discussions of how you make your customers (and employees) feel and the importance of deliberately creating positive emotions in the experience. The more companies understand that the better we all will be. As consumers and as suppliers. Feeeeelings.. it’s all about the…
Think about it. You can’t consistently create Customer Evangelists, Deliver WOW experiences or knock anyone’s socks off with a Ho-hum culture, can you? But when you build an optimistic culture that’s coherent, aligned, strong and focused on creating positive customer experiences – what you’ve really created is an organism that can out think, out…
I know you have heard me say that before. Just in case you forgot, I thought I would remind you. If you’ve ever wished you (or your business) could be happier it’s an important thing to remember. What does it mean? It means you can train your brain to be happier. The more you…
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…
While enjoying dinner at my favorite Italian neighborhood restaurant, I saw a local business owner I have known for years. I ask “How’s business?” His response was “Terrible”. “Well it certainly is challenging,” I replied. We chatted a bit about it. My attempt with each response was to end on a positive optimistic note.…
“I’ve been on my case” said Judith when we spoke today.
Judith called to involve me in a joint venture, and in the course of the conversation she used the phrase “no problem” seven or eight times. It was a pleasant, interesting conversation. She was an engaging and intelligent woman who knew her stuff, and as the conversation went on I kept getting distracted as I noticed the little hairs on the back of my neck wiggle every time she used the phrase that began with “No.”
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