Holding Others Accountable

Mon, November 14, 2016 | Comments (24)

Why are we so hesitant, even reluctant, to hold others accountable? 

I’ve noticed this phenomenon again and again with clients and companies I do business with, but it really hit close to home this week.  Here’s what brought this so clearly to mind.  

Did You Find Everything You Were Looking For?

Mon, October 17, 2016 | Comments (4)

When I was ready to pay for my purchases at my favorite craft store on Saturday, I was greeted by a cashier who politely inquired, “Did you find everything you were looking for?”  When I answered "no," the cashier ignored my response. He asked the question like a robot as he’d been trained to do. That was horrible customer service. 

Ignite a Spark of Inspiration

Mon, September 12, 2016 | Comments (2)

Has there been someone in your life who inspired you to do something you never thought of doing or didn’t think you could do?   I recently had a conversation with a 63-year old man who clearly remembers when a teacher lit a spark within him that ignited a simmering passion and encouraged a different direction for his life.  Here’s Ken’s story. 

Making Your Customers Wait Does Not Build Business

Mon, August 15, 2016 | Comments (1)

A young entrepreneur didn’t get my business because it took him much too long to get back to me with a complete proposal. 

This experience reminds me how important it is to get back to customers as quickly as possible if you want their attention, their business and their referrals. 

Gossiping With Your Customers Is Bad For Business

Mon, July 11, 2016 | Comments (10)

No matter how well you think you know your customer or how much that customer seems to enjoy your gossip, don’t do it. Engage customers by providing exceptional service, not with dysfunctional chitchat that will drive them to your competition.

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