I have a friend who recently had a major malfunction in his house.  His water heater stopped working dramatically in a way that could have resulted in fire but thankfully stopped short of that.  Anyway, it was still under warranty and he called the manufacturer to get a replacement. Sounds simple, right? It all started … Continue reading The Power of Certainty

We have several old clocks around our house - a collection of sorts – and most of them don’t work properly, my wife and I just like them.  Anyway, while walking through the house the other day, I passed by one of these non-working clocks and said something to my daughter that my dad used … Continue reading Learning from a Broken Clock

I often speak to people about changing the world but I usually don’t mean the big world, I mean the small world of those around us. We all have the power to positively change someone’s world and we can do it simply with words. Whatever the interaction, whether with a friend, colleague, customer or as a … Continue reading The Power of Small Words

So many business people are looking for the magic bullet when it comes to customer service.  Well, there isn’t one as far as I’ve seen, but I have found something that I do believe helps in a significant way. I believe the real trick for making service remarkable is getting people into a mindset where … Continue reading Are you listening?