I recently made a purchase of an item on the internet; however, after pressing the purchase button, things did not go well. Even though the verbiage on the site said I would get an email confirming the purchase, it didn’t happen for about 24 hours. From there the wait began because I never heard another … Continue reading Why follow up?
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Turning Indifference Around
Have you ever been in a store or a restaurant where you felt you were just not very important? Have you ever felt like walking out to show them that their opinion of you just doesn’t matter? One of the biggest problems I have seen as far as how some businesses deliver service is in … Continue reading Turning Indifference Around
Open the Door
What is the power of welcome? Think about it, how does it feel to be welcomed when you go somewhere where you really don’t know anybody? I know I get nervous whenever I am going somewhere new and don’t know anyone. Believe it or not, this nervousness is present whenever we do business with someone. … Continue reading Open the Door
Thanks Kate
It was a rainy day in New York. My wife, some friends, and I were looking for some respite from the downpour and we decided to step into Tiffany’s in the Village. Now we knew we could not afford anything in the store but thought it would be fun to look around, besides, I love … Continue reading Thanks Kate
Listening
One of the biggest problems people say they have is communication. What exactly is the problem? Humans are blessed with a brain that allows for some of the most complex communication possible in the animal kingdom yet it seems to be one of our biggest challenges. Think about how many interactions you have where you … Continue reading Listening
Details, details…
Details, details, it’s all in the details. I’ve heard that so many times in my life but it is never clearer than when we are dealing with customers. Over and over, I have experienced times where a little more attention to detail would have made an experience better. Example: I was golfing recently and found … Continue reading Details, details…
Change the World…Sure
I fly a lot and see a fair number of nasty people, or at least they’re nasty when traveling. Although I can be a pretty big jerk as far as airlines are concerned (mostly because I see them largely as tools of the devil), I try to be as nice as possible even when I’m … Continue reading Change the World…Sure
How Can I Be Nice?
“How can I be nice when people are so nasty?” How often have you heard an employee say this or something like this? It would seem this is one of the biggest challenges to managers trying to influence their people to deliver courtesy and kindness. How do you get people to be nice when they’re … Continue reading How Can I Be Nice?
Six Practices of F.I.E.R.C.E. Service
I’ve been working lately on pulling together several fundamental principles for making service to others consistently more successful. As I have researched service and leadership, I have found a dizzying wealth of acronyms, matrices, diagrams, charts, and methodologies, all guaranteeing better performance. The problem is that I have not been able to find simplicity and … Continue reading Six Practices of F.I.E.R.C.E. Service
What is Leadership?
What is leadership? Somebody asked me this the other day, and, as usual, I had some trouble answering it as a definition. You see, I put answering this question in a similar bucket as answering the “What is love?” question. How do you answer, “What is love?” When a young teen going through the drama … Continue reading What is Leadership?
Neal Woodson 