Have You Experienced a Perfect Storm! The perfect storm is what happens when you complete projects major ahead of schedule and then seek another project to complete. In business, unpredictable factors can arise which converge with the projects you complete…
My last video of 2020! You're going to enjoy this. It has been a fun year. I'm thankful for family and friends and the wonderful clients who invited me to serve their companies in 2020. My best wishes for much good…
Taking Your Business To The Next Level! The combination of yesterday's tried and true disciplines and today's innovation result in a synergy of "Next Level" business practices. The below video conveys a simple, yet profound message about achieving the NEXT…
Lifelong Learning is Perpetual Forward Motion! People who stop learning think they can remain the same and coast. As the below video explains, you're either going forward or backward. Nothing in life is static.
Why is FOLLOW UP so important? Because if a customer does not hear back from you, they might make assumptions for the lack of follow up. The below video explains this with an easy-to-understand, three-step discipline about following up.
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…
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,…
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…
Following up is the least expensive and most valuable of all customer service behaviors. 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…
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…