I was playing golf once and a member of our foursome who owns his own business asked me what he should tell his employees so they would deliver great service. It did not take me but a minute, I looked up and said, “You have to give a shit.” A little crude, yes, but I … Continue reading How care for more than the work you do can transform your business.

I was having a problem with some software. This meant the dreaded call for help from a call center. After searching the website, with no success, for a number to call for help, I emailed to get a number. Once I got a response, I reluctantly dialed and got through to a nice young lady … Continue reading Four Things That Make Customers Miserable and What You Can Do About Them

Ut Prosim - That I May Serve “Serve to lead; lead to serve.” I use this phrase often, but it leaves some people in a quandary. What does it mean exactly? Let’s break it down. SERVE TO LEAD Leaders are people who get things accomplished by inspiring others to help in the effort. Good leaders … Continue reading If you want to lead, serve. If you want to serve, lead. What? How does that work?

Defection. That’s when customers leave. It’s when they find greener pastures. It’s when they ask for a divorce.  Generally, it’s because customers have an unsuccessful, unsatisfactory experience. Think of that like having a roommate who is regularly late with their part of the rent and is a drag to be around. You start looking for … Continue reading Three Reasons Customers Defect