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Old Change Grosenbachs

How Small Changes Make a Big Impact

Recently, a program attendee did something special. She and her husband own Grosenbach’s Auto Repair in Oglesby, Illinois and she emailed to let me know they tried one of my creative sales ideas. These crafty customer service pros had a sign made that says “If the light’s flashing, no waiting for an oil change.” It worked…

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Is My Body Language Showing?

It’s so important to factor in body language when it comes to making a first impression. Before you open your mouth to speak, you
 have already delivered a message. The words you speak, intertwined with your body language, communicate whether you are approachable or unapproachable, and so much more. Here’s an excerpt on what to…

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Transitions That Work: Passing the Baton

One area that receives the lowest scores when we conduct a guest encounter audit for a client is the lack of smooth transitions during the transaction. Imagine a track relay team: one runner has the baton. As he approaches the next runner, they stride in unison for several lengths. He then passes the baton without…

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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, ‘One of your patients will…

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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 times. I had been asked…

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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 doing this was a bit…

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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 joke, but really we all…

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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 I think you’ll find at…

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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 ski jump. It gave me…

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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 corner — right where they…

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