Customer Service Week, which is October 1-5 this year is an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis. Woo-hoo! It's a wonderful time to honor your staff and your customers - for after all - without either of them there wouldn't be much happening!

Celebrating Customer Service Week

Customer Service Week, which is October 1-5 this year is an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis. Woo-hoo!   It’s a wonderful time to honor your staff and your customers – for after all – without either of them there…

They have the willingness to make the kinds of choices others won’t. They have courage. Sure they have vision and some even have charisma, but they have the courage to see the vision through with all their heart. (The root word of Courage is Cor – the Latin word for heart.) Leaders who learn from me learn how to use their hearts not just their head.

You’ve Got This

Why is it that the night before I’m leaving on a trip I’m tidying my desk rather than packing my suitcase? Go figure.   While rooting through the “in” box I found a copy of an article I yanked out of the Sunday paper in May called the “Courage to Save to World.” As is…

Life has sped up. Everyone is in a hurry. Information is coming at us from all sides, all the time, on all our devices. Do you find your mind racing? I know I do.

Don’t Hurry, Be Happy

Life has sped up. Everyone is in a hurry. Information is coming at us from all sides, all the time, on all our devices. Do you find your mind racing? I know I do. And I know that a mind racing leads to a heart racing stress reaction. Stress is a major issue facing workplaces…

Loyalty is an emotional connection. It’s not the same thing as retention. Retention and satisfaction will fool you into believing you’ve got a good thing going with your customer (or employee), until you don’t.

 Funny Little Thing about Love

Funny thing about the human brain. Functional MRI imaging tells us that when we look at a photo of someone we love it activates the same parts of the brain as when we look at a logo of a brand to which we’re loyal.   What?  Loyalty is an emotional connection. It’s not the same thing as…

So the big problem we face now – in the medical system as well as in the business world (and perhaps in our own lives) is no longer ignorance but ineptitude.

Is it Ignorance or Ineptitude?

Think back to when you were “PG” – Pre-Google. Back then, most people lived just fine happily not knowing what they didn’t know. It’s a different world today. Ineptitude   With a world of information at your fingertips, whether you’re wondering how to make a flawless soufflé, manage your blood pressure without drugs or create the…

There’s an old saying that goes, “Customers don’t care how much you know until they know how much you CARE” .  When your entire team sees the main thing as creating authentic relationships with everyone you touch in business – with energy, enthusiasm and empathy – it will give you a “leg up” on the competition. Caring companies know what matters to employees and customers and they focus on the things that matter most.

The Main Thing..

…Is to keep the main thing the main thing.   When my daughter lived in Santa Barbara CA, my preferred mode of transport from the LA airport to her home and back again was to take the Santa Barbara Airbus.   Once the driver picked up the last passenger he would stand in the middle…