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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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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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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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. For over fifteen years, my…
Read MoreOne 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 worthy of a frame. Moments…
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