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Smart Communications: The Complete Series

As the country adjusted to a "new normal" during the public health crisis, it became clear just how important it would be to find a way to stay connected when...

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Hardier Than Brick

The windows of the old brick building stare blankly as the demolition crew does their work. The growls of diesel engines, the beeping of trucks in reverse, the shattering of glass, and the crashing of collapsing concrete and brick echo across the lot. That one there—on the second floor, southwest...
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What? You Just Secret Shopped Us?

What? You just secret shoppped us? That was the response I received from the sales associate at The Crystal Bride dress store in Geneva, IL. Her reaction when she discovered I had completed an undercover customer service audit was a mixture of puzzlement, interest, and maybe a hint of concern....
What Does Customer Service Have in Common with a Car Wash?

What Does Customer Service Have in Common with a Car Wash?

One day, ensconced in my car on the conveyor belt of an automatic car wash, I noticed the sun play a trick through my windshield. The light refracted exactly right to create an amazing collage of blues, purples, and greens that mixed with the white, soapy bubbles. The image was...
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Instagram Links

Thanks for clicking through from Instagram! Here are the links from my most recent posts: Reopening and Rage — What to do now? [Article, with audio version] Live with Laurie — When is it OK to Start Selling Again? [Video] Live with Laurie — Smart Communications with Your Internal Team...
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You’re In! Thanks for Staying Subscribed

Thanks so much for deciding to stick with me and continue to receive my email newsletters. I do my best to make every issue valuable, packed with lessons and insights to help level-up your customer service delivery. Now that you've landed on my redesigned website, take a moment to look...