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Salespeople say “customers by on emotion.” Well why can’t employees serve with emotion…with passion? When often talk about conveying you care for the customer, but it’s much easier to convey you care if you truly do care, and particularly if you are passionate. Passionate? According to dictionary.com, Passionate can be defined as “expressing, showing, or […]

He laughed at me. I didn’t take it personally since it was just a natural reaction to something I said. A few years back, I was in a meeting with a group of small business owners who were designing a method of evaluating different companies to win a community customer service award. As we were […]

I was meeting with a sports business client recently, and they were describing that they have allocated portions of different staff’s time to use in relationship development with season ticket holders. And while it is interesting that they were beginning to devote time to serving existing customers through account representative relationships, it is also interesting […]