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There’s a TV personality in the sports world that has a phrase that he says frequently – “That’s a YOU Problem.” For example, he might say “If you have a problem with Joe Athlete and don’t respect or like him, then that’s a YOU Problem.” OR he might say, “If you don’t like how Team […]

Comfort and Confidence. These are qualities you want to build in your customers. Their comfort level in working with your organization. Their confidence in you and your business. And these are qualities staff generally want as well – to be comfortable and confident. When I note that employees want to be comfortable, I’m not saying […]

One of the characteristics of customer service where I “hang my hat” is Responsiveness. It’s an aspect of customer communications that conveys you care, that the other person is important to you, and that their need or issue warrants your quick attention. But what is “Responsiveness?” It may mean different things to different people. And […]