Responsibility + Sensitivity = Cooperative Authority

Sometimes business owners and department heads can be very restrictive. Sometimes it is due to insecurity, sometimes to past bad experiences, sometimes they are simply unsure how to loosen the reins. One course of action you can take is to give your company owner a ...

The Motivating Power of Purpose

Providing great service to others can be hard work. Your customers may be upset, demanding, problematic - even mean. You need an uplifting purpose to keep you going, bring you up when times are hard and inspire you to keep on serving...

Getting (Dis)Connected

Convenience is a great value to offer your customers, especially in today's busy world. But convenience is measured by your customer's experience, not by your explanations, justifications or packing lists. The smallest missing item...

Customer Discrimination - We Do It All the Time

A Financial Times editor in London asked my opinion about systems that automatically route customers to higher or lower levels of service based on the loyalty and profitability of the customer.

Don't Fire Your Customers - Try Upgrading Them First

All over the world I teach people how to serve, surprise and delight their customers – how to keep them coming back for more.

Customers - NO

We were visiting in Gisborne, an attractive small town near Melbourne, Australia

Beta Means Never Having to Say You're Sorry

I recently heard a technology presentation from a young but experienced CEO of a big 'clicks and mortar' organization. He told the large audience confidently, 'Beta means never having to say you're sorry.'

Never on a Sundae

I was passing through Kuala Lumpur International Airport (KLIA) in Malaysia, returning from a live web-cast presentation on a new e-learning channel.

What to do When Your Customer is About to Explode

When things go wrong, many customers get upset. Some blow up in anger. The next time your customer is ready to explode, use these five proven steps to sanity.

One Shared Voice to the Customer

My friend Nancy was learning about her international callback service and exchanged e-mail with their office in Seattle

Please Drive Around Once Again

In Australia, Matt and two friends went to a fast-food drive-through for lunch. They wanted three separate orders as there were three in the car and no one had exact change.

Have You Learned to Savor the Victory

Making a living usually means generating an income, closing a sale or turning in a profit.

Hospitality Promotional Products: Customer Appreciation at Its Best!

Creating and maintaining customers is the key to success in the $460 billion dollar hospitality industry. One way to create and maintain customers is to offer hospitality promotional products. They are a cost-effective medium that say, “We appreciate your business.” Customers want high levels of service and the hospitality industry is all about service – quality service to its customers.