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…
Most people on my mailing list have heard me speak. So it’s likely you’ve heard me talk about my genuine distaste for the phrase “No Problem” (and its brother “No Worries.”) I tell the story of young man who answered my request for a late checkout time with the word “No” and how my stomach…
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.”
A question came to me yesterday that I answered, and thought I would share with you here. “I used to enjoy coming into work every day. I love working with customers, but there a lot of negative people in the office who I have to interact with on a daily basis. I feel like…
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.
I laughed a little the other day when asked this question. Customer Focused means so many things – the vision – the values – the mission – the standards – the teachings – the culture – the language – the way things are prioritized – the way people are promoted – the way people are…
There’s no doubt about it; customer loyalty is key to profitability. A mere five percent increase in your customer retention could as much as double your bottom line profits! On the flip side, it costs anywhere from 6-30 times more to get new customers than it does to keep the ones you have – that is, if they’ll stay!
I had a great time on Saturday. Three girlfriends and I did our second one day workshop together here in South Florida entitled “A Woman’s Path to Happiness: Tools 4 Empowered Living”. Other women go shopping, we pool our talents and teach. www.tools4empoweredliving.com My topic is Happiness Practices; at each workshop I look at another element of what it…
What a time of confusion it is. Most people are dazed, confused, fearful and stressed. We don’t know what’s going on out there so I figure it’s a good time to explore what’s going on in HERE, inside. Yep, inside of ourselves. It’s a time of opportunity. Contrary to popular belief, confusion is actually…
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