Key Industries
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Recent Tips and Posts
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To Assure, Ensure You Do This – 2/9/21
Vince Lombardi – famous professional football coach – became a big hit on the speaker’s circuit during his time coaching. He applied many of his principles in football and life to business, and one of his great business quotes is: Confidence is contagious and so is lack of confidence, and a customer will recognize both. Whether […]
Let Your Goal Determine Your Question – 2/2/21
In the early 2000s, when the economy hit the skids, companies realized that they couldn’t take their customers for granted. They needed to ramp up customer service. They needed to listen to the Voice of the Customer. During the Great Recession in the 2008-10 timeframe, much of the “new marketing strategies” that developed were really […]
Excellence is Not Perfection, and that’s OK – 1/26/21
Surveys have questions with ratings that range from Excellent to Poor. We custom-design and deliver Service Excellence Training. Tom Peters wrote the book “In Search of Excellence.” But how do you define Excellence, particularly in customer service? Let’s start with what Excellence is not. Excellence is not something reflected in Customer Service Standards. Those Standards […]
