Last week while enjoying the beach with my visiting family I got the chance to see beautiful pelicans flying by in formation. I don’t see that very often and last week I had the experience 3 times. It was then I remembered something I’d written in the Customer Care Coach® and used my handy “find”…
I recently went out to breakfast with my friend Elaina. We decided on the Panera’s closest to our homes and I was looking forward to my favorite egg sandwich there. I ordered first. “I’ll have the egg and cheese sandwich – no meat – on a scooped out toasted whole grain bagel and a…
Today’s my 21st anniversary of being in business. Wow. That’s a long time and a lot of learning. I began with an idea. Imagine if you will, that every business sits atop a tripod – three legs, needing to be in balance to keep the business stable. Each leg represents a set of relationships. One…
Let’s look at a story that is a lesson in setting intentions. One evening an old Cherokee told his grandson about a debate that goes on inside people. He said, “My son, the battle is between the two “wolves” inside us all. One is anger, envy, jealousy, sorrow, regret, greed, arrogance, self-pity, guilt, resentment,…
Spending time with Little Miss, my 2 ½ year old granddaughter, is always a learning experience. For her and for me. Just recently while I was attempting to help her put on her jacket, she pulled away and shouted, “I do it my own self!” I couldn’t help but laugh (the kid cracks me up)…
It’s Jim Blasingame’s 13th anniversary. That’s amazing dedication – he’s been on the air every day for 13 years as the Small Business Advocate. I’ve had the pleasure of being on his “brain trust? for 11 of those years. Do you have a brain trust? Do you have people you can go to for…
The customer’s opinion is more important than it ever was before. 71% of people said they take a friend’s recommendation for a product or service. Customers today are involved and engaged in a way never before possible and it’s changing the game. For the better, I think. The customer’s in charge and the customer…
During National Customer Service Week I did a webinar for Manpower HowtoCreateMoreWow. The technology was fun and I was able to do a few polls. As I was talking about Moments of Truth and Moments of Magic (a MOT turned into a WOW for a customer) I asked, In the last week, most of my…
Human nature is funny, and the need to complain is a big part of it. Put a person in a room with a “specialist” and they tend to want a little bit of free advice. My friend Robin, a lawyer, says whenever she goes to a party someone usually asks for a little legal advice. My friend…
We are all beginning to realize the value of developing long term, loyal relationships with our customers. They buy more and refer more, help us develop the next generation of products and services, and they even help us keep our advertising costs in reason. But are our customers (people external to our company that buy things from us) the only people we should be building long term relationships with? No. The relationship strategy applies externally and internally as well.
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