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…

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…

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…

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…

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…

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…