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As the song says, “It’s the MOST wonderful time of the year.” True, and it can also be the most stressful time, and in business and the world of customer service, it can easily be the most HECTIC time of the year. In healthcare, people are trying to get procedures done before year-end. In retail, […]

What is “Service Recovery?” I was asked this in a meeting recently when I was describing the approach to take with certain clients. I know it’s a term used a lot but not defined a lot, so let’s define it. I prefer the literal interpretation – you are recovering from an issue. The way you’re […]

It’s a great golf analogy. The harder you swing, the more your swing faults are magnified. If you usually hit the ball slightly to the right, when you swing harder, you may start hitting WAY right. Then why swing harder, you ask? The reason you swing harder is to test your swing at the practice […]