Did you parents (or a teacher, coach, relative etc.) ever tell you, “You’re better than that!” after doing something that you shouldn’t have done? What were they telling you? Literally- your actions or words did not reflect who you really are! Isn’t why hearing, “You’re better than that!” hurt so much? Because you knew it […]
I remember hearing a story of a man who, after hearing his wife complain that she didn’t feel he loved her anymore, replied, “Honey, I said ‘I love you’ on our wedding day. If anything changes, I’ll let you know.” You know that relationships are not only built on the big occasions such as a […]
I’m writing this while sitting in seat 11D on an airline flight to Chicago. We just finished the beverage and snack service and the flight attendants have come through the cabin to pick up any service items we’d like to discard. As you can imagine this part of the in-flight service is NOT particularly sexy, […]
After working in some type of customer service profession for over 25 years and speaking and training thousands of people around the country on the subject for the past four years, I feel confident in saying this…. If you’re not really into helping people, or you know, “serving customers” then you need to “move on […]
My favorite soft drink is Coke Zero. It doesn’t have the bitterness of Diet Coke. To me it tastes very close to regular Coca-Cola without the calories. I now ask for it by name at restaurants-and am finding that many restaurants are offering it in addition to Diet Coke which makes me happy! Why am […]
When customers are complaining about something to you when the service is not what they expect; when they’ve been left in the dark about a request; when they’ve been treated poorly, you may find that they not only want to tell you about the problem, they want to fight with you about the problem. These […]
In my previous post I wrote about how the little things really matter in customer service. If you haven’t read it, I invite you to do so. I want to expand on that thought today. I spoke recently with the leadership team from a property management company about “customer service” and resident retention. One of […]
Friends, I have been on a kick lately about asking why we do the things we do and why we don’t do the things we know we should do. For example, take a look at the video below. (Beware, it gets loud, so watch out if you’re watching in an office.) From what I could […]