I travel every week and fly over 100 flights a year. It doesn’t happen often, but sometimes a flight cancels and I am stuck trying to get to my destination. This is especially tough when there is bad weather and a lot of flights cancel at […]
Free car for a week? Sure. I drive strictly an electric vehicle and public transportation these days, but couldn’t pass up GM’s generous offer to review their Crossover SUV “Traverse”. It’s the best of all possible worlds. A vehicle that drives like a luxury car, carries 7 people like a mini van and hauls […]
Some people want to believe there’s a magic bullet that leads to business success, and they’ll hang on to a theory because it seems so simple. When Malcolm Gladwell wrote in his book Outliers that it took 10,000 hours to master something, people ran with it, and started repeating that advice. There are many examples of […]
I teach companies that they need to have a customer service manifesto for your company to tell their clients what they stand for. If you don’t set expectations, then they will.
Here is the manifesto for my business (updated from 2009):
1. I will always bring my […]
Today’s guest post is from world renowned customer service expert, Shep Hyken.
Implementing six simple customer service strategies can skyrocket your business to new levels in terms of attracting new and repeat customers and increasing sales.
I compiled these strategies during the research for my upcoming book […]
New analysis by John Zenger and Joseph Folkman suggests that women are better bosses because of their “collaborative leadership and relationship-building” styles. The command and control style is outdated. While women still face challenges like work-life, Margaret Heffernan writes “Don’t worry. Not only can […]