Tip: scroll to the end of this article to watch Laurie’s brief overview video! There’s no doubt that the pandemic forced us to adjust how we did business for a time, for everyone’s health and safety. In many instances, businesses were forced to make their services fit into new regulations, which shoehorned both staff and customers…
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When a customer experiences our service, good or bad, they become walking, talking billboards. I’m like any other buyer: I seem to notice and share about the negative experiences more than the positive. So today, I am changing that up a little and sharing a memorable and noteworthy experience, a “two thumbs up” encounter I had…
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Well, we made it through 2020! Although all of our problems didn’t magically go away with the flip of the calendar page, I’m more optimistic than ever that we’ll find our way to the other side soon. As I think about what’s ahead for businesses this year, one thing is certain: the time is now to…
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We are headed into the final push of serving our customers during a holiday rush. I think it’s possible that this season could be one of the most challenging we faced in a long time. Why? Because the customer emotions may be running hotter and the pocketbooks may be running thinner. What does that mean? It means we must really be…
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We have never seen anything like this: a total disruption of our world. This pandemic has impacted our daily lives from small things like gathering with friends to the huge alterations to our livelihood and financial stability as a country. After more than two weeks in my self-sequestered status, I have gone from furiously counting…
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Is it possible you have been working at your current place of business for so long you have lost focus on some of the special touches or features that a customer cares about? On a recent trip to Maui, I treated myself to a spa experience. Because there are so many to choose from, I had done a…
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The Guest Family holiday vacation in 2019 landed us in Nashville. At the last minute, we decided to make the 60-mile trek to Lynchburg to tour the Jack Daniels Distillery. What an amazing job they do at the visitor center and with the tour of the plant! We learned the whiskey–making process and enjoyed a sample flight of their spirits. Everything was presented in a way…
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Every few years, I enjoy a visit to a cabin in Oregon, Ill. called the White Pines Family Cabins. This is a place away from the bustle of the work week and, even in the winter, offers a view that is wonderfully remote and relaxing. This year, I decided to host a retreat for two…
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Earlier this month, the Upper Midwest Convention and Visitors Bureau (or UMCVB to its friends) held their annual Fall Conference. I was lucky enough to be the afternoon keynote speaker. As you probably know, one of my favorite parts of attending conferences like this is what I get to learn from the people I’m speaking…
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If I said, “Let’s play a game of tug of war,” but gave you no other instructions, what would you do as soon as I handed your team the rope? Of course, you would pull as hard as you could against the other team and try to drag them to your side. That’s because the…
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