Dreaded Morning Customers
This new video about Dreaded Morning Customers is concise and informative. What happens in the morning can often set the pace for the remainder of the day. Watch the video and learn.
Disciplinary Action – Employee Conflict
“This isn’t fair. It’s not my fault. It’s his fault, not mine.” Sound familiar? Employee conflict is a fact of working life and disciplinary action is necessary, because conflict can lead to delays in workflow, substandard work or - even…
Listening skills in 60 Seconds
This new "Listening Skills in 60 Seconds" video is concise and comprehensive. Applying these vital relationship skills will make you a better listener.
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,…
Another Fun Year
Last week's trek ended this year's travel. Every mile was driven - not one airline flight. Today's "high-tech" world can impede the more personal "high-touch" style of time invested with special folks. Thankfully, my travel method simplifies personal relationships. Meeting…
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…