By JoAnna Brandi Alice laughed, “There’s no use trying”, she said, “one can’t believe impossible things.” “I daresay you haven’t had much practice”, said the Queen. “When I was younger, I always did it for half an hour a day. Why, sometimes I’ve believed as many as six impossible things before breakfast.” – From Alice…
If you’ve read any of Steven Covey’s books you might remember the story of the woodcutter who, although much smaller than his competitor, felled a tree in half the time. The secret was that periodically the smaller of the two stopped his “sawing” and sharpened his saw, making him more effective than his larger more…
Last night while out to dinner, one of my dinner companions 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.…
In our last tip Misery, Mediocrity or Magic I reminded you about the choice that occurs thousands of times a day in every business as the customer has the chance to make a judgment about the quality of service you are delivering. That moment is a Moment of Truth for the customer and a big…
I was running a little late last week on my way to a client in Ormond Beach, FL. I was due there to do a Wisdom Circle1 at 1PM and I was hungry. That meant fast food. I’m a bit of a health nut, so when the “usual suspects” are the only options…
Every once in a while I like to take a look back at the writing I’ve done over the last 20 years or so – and my goodness, I’ve done a lot. What makes me the happiest is when I find that the wisdom and ideas I shared in the past is still red-hot relevant…
Victor Borge once said that humor is the shortest distance between two people, and I must tell you, I heartily agree. Given their options, most sane human beings would choose to do business with someone who is pleasant, courteous, warm, friendly, hospitable and dare I say, fun. Yes, of course it’s critical to be…
Dr Adam Grant, management professor at Wharton, wrote a book Give and Take: A Revolutionary Approach to Success. If you are on my mailing list and read my “Customer Care Tip” I’m going to take a wild guess that you are someone who has long ago embraced the idea of “giving”. When I recently saw an…
I love books! They spill out of my bookshelves and sit on my nightstands and even on my favorite chair. My favorite books though, are the ones that can be read and referenced time and time again. Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan by Marilyn Suttle…
A few years ago, on a fine spring day, I took a walk at the beach. It wasn’t just any walk, it was a walk with intention, a walk with a purpose. That day while walking, I was asking for guidance from my Higher Self and the better angels of my nature.* It’s…
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