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Do Not Disappoint: The Power of Positive Positioning
Here is a key sentiment on customer service: once you have set an expectation of a good experience, do not disappoint. Before making a presentation for nurses, I asked a critical care nurse what she wanted her staff to hear during my talk. She responded, “I want you to say,...
How Technology Saved The Retreat
As a professional speaker who travels for a living, I know that on any given day the weather can mess up plans with clients. Miraculously, in the 24 years that I have been speaking, the weather has impacted my ability to deliver just three times. Tuesday was one of those...
Authentic Connecting, One Step at a Time
Connecting with others to build a relationship in business can oftentimes be difficult. Case in point: my high school job of making donuts at a grocery store. Every Saturday morning, I rose before the sun, arrived at the store, dropped dough balls into grease, then frosted them. Being genuinely happy...
The Big Seven of Customer Service
A few years ago, I went to see the doctor. He said, “Laurie, I’ve got to ask you a question. How is it possible that a motivational speaker can have a weight problem?” I said, “Well, that’s easy. I see the golden arches, and I’m motivated to turn in.” I...
Guest Encounters: Customer Service and Staff Development
This month, I'll begin sharing the tools and resources I've developed over 20 years of customer service training and public speaking. With over two dozen exercises and articles, the resulting book covers the two biggest parts of my work: customer service and staff development. Attendees at my events and training...
Quick Six of Customer Service
Thanks for stopping by! I've been speaking to teams, companies and leaders for decades, and time and again, these are the most requested — and most helpful! — resources I share with anyone looking to improve their customer service game. I call it my Quick Six of Customer Service, and...
12 Steps to Dealing With Angry Customers
Nobody wants them, yet we all have them—angry customers. It doesn’t matter what position you hold in the office, knowing how to handle the dissatisfied consumer is crucial. Want this resource as a PDF? Get it here. I've included a training video on this topic at the bottom of the...
What do customer service and an Olympic medalist have in common?
My wonderful client this week invited me to Lake Placid, NY for a celebration of a great healthcare team. I'll share about that experience in a future post. First, this very cool experience: When I pulled into town late on Tuesday night, I got my first glimpse of an Olympic...
Celebrating 20 Years in Business
Where did the time go? I blinked, and it's been twenty years since I started my business as a professional speaker. On December 8th, I marked two decades of criss-crossing the country to speak to associations, businesses, organizations and more about customer service and team-building. It's been an amazing way...
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