Happy Mother’s Day
This blog post is dedicated to mothers everywhere who do more than just nurture and coddle, because mothers also provide a keen sense of toughness. My mother's name was Mary Santullo Coscia. Born in the Bronx, New York in 1919,…
Words & Weapons of Teamwork
The words & weapons of teamwork are more pervasive than we might think. Sometimes the most important customers we serve are our coworkers – these are internal customers. The way employees treat each other is all part of a company’s…
When Customers Decline
When customers decline a service professional's recommendation, this must be documented for future reference. The person with the best notes always wins. A service professional's paperwork should be complete, especially when customers decline a vital parts replacement. This way, if…
Rework Sucks!
Why is REWORK so wasteful? There’s an old customer service expression about note taking and capturing details. It’s one for the ages because it’s simplicity is so profound. What’s the quote? Simply this: The person with the best notes always…
First Impressions Matter!
Who do first impressions matter? Because customers who like you are more likely to tell their friends and relatives about you. This is the least expensive marketing available – it’s called positive word-of-mouth marketing and it’s free. On the contrary,…
Down South Again
In the above photo, the Dixie Gas & Oil folks wanted to show off their new truck wrap. They were just a few of the hundreds of professionals trained throughout the south during the last few weeks. Today's trade professionals…
Passion For Excellence
Pat Davison is Delaware Propane's general manager and he REALLY cares about people. What makes Pat so special is that he invests in his employees. I first met Pat at a National Propane Gas Conference in Nashville, Tennessee. His daughter,…
Hundreds Trained!
A recent trek was loaded with activity while serving Eastern Propane and Oil in Rochester, New Hampshire. Hundreds of service professionals were trained in world-class customer service skills. The best companies want to get better! They’re raising the bar with innovative…
Follow Up Skills
When I travel, clients and their employees love to share their own customer service nightmare stories. These might a retail situations at the local grocer or a mishandled phone call. Every story-teller puts their own spin on the tale. But…
Follow Your Vision
Has anyone ever tried to derail your best effort to follow your vision? Negative input causes a person to second guess themselves. Did you ever second guess yourself when others ridiculed your attempts to follow your vision? That vision might…