I recently stopped using a service that was getting $984 annually from me for the last 7 years. I called the local office to check on cancellation procedures and discovered it was amazingly simple. I was told just don’t pay…
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Exceptional Customer Service – Podcast Interview with Lisa Ford
A customer service trainer interviews Lisa Ford, speaker and author of Exceptional Customer Service – Going Beyond Good Service to Exceed the Customer’s Expectations. How can you become more customer-focused? How do you know if your service efforts are actually…
Online Reputation Management – Play Time is Over
We are now reaching an interesting point in the growth of the Web. For the first time, you can run a search on a company or product and you will likely find more information about what other people say about…
Thoughts on Labor Day
What does Labor Day mean to America? Speaker, humorist and poet, Art Holst, shares his thoughts… The life of a human being, taken in total, is far more than just having things. There is a spiritual side of life…
Thrive during Challenging Times – Interview with Desi Williamson
There’s no doubt about it, we are living through some very challenging times. But Desi Williamson says fear not, there are plenty of things you can do to end up on top. The motivational speaker and author of Where There’s a Will, There’s…
Competing Fairly Reaps the Biggest Rewards
Howard Putnam, the former CEO of Southwest Airlines and Braniff International discusses ethics in business: “Turbulence is inevitable and misery is optional” in business and in your personal life. Some turbulent situations can be very painful when you stick to your ethics…
Find Your Leverage Now! Sales Strategies
Everyone I’ve spoken with recently is doing something to adapt to the fluctuating economy. Some are cutting hours, some eliminating promotional expenses, some laying off or not hiring workers, and some are actually increasing their sales. Yes, I said “increasing…
Focus on True Customer Service in a Challenging Economy
Tough times require a renewed focus on customer service. You will not survive without loyal customers. It may be tempting to lower your price or fees to get a customer but you most likely will attract a customer who is…
Tagged with: Economy
11 Powerful Ways to Expand Your Life This Year
1. Define your future. Describe the life you’d like to live. The future you see defines the person you’ll need to be. Identify the traits and qualities you’d like to acquire. Think bigger than yourself. An acorn that only thinks…
Should Sales People Tweet? – Podcast with Scott Klososky
Social networking has become part of our lives and more recently Twitter has vaulted to the top of the list of what’s hot in technology today. Twitter is in the news; in fact many TV and radio personalities are using…
Tagged with: Scott Klososky
The Pain of Change – Video of Nido Qubein
Nido Qubein came to the United States as a teenager with no knowledge of English, no contacts and only $50 in his pocket. Today he is a prominent business leader and President of High Point University, as well as a…
Corporate Social Media Policy
I cannot stop myself from writing this specific message for you to because I am becoming frustrated that organizations are moving so slowly on this subject. I have been asked to speak to quite a few audiences lately about social…
Tagged with: Scott Klososky
Times are Tough but not here, not now, not for us
Times are tough, but not here! Iran has tough times. Iraq and Afghanistan have had tough times. People who have to walk through land mines to get to their destinations are having tough times. Many parts of Africa…
Inspiring Greatness in Yourself and Others
Motivation vs. Inspiration Everyone needs a bit of inspiration now and then. It seems with the challenges many of us are facing in today’s turbulent times, feeling inspired takes more energy than it ever has. What is the difference between…
Customer Service Basics are Timeless
Today’s buzz words in the world of customer service are “customer engagement” and “customer centric”. The concepts are very valid and important to create a relationship with the customer. But as I read the articles I can’t help but think…
Tagged with: loyalty
Why Customer Service is Not Enough
What was your latest customer service slogan? “The customer is always right”, “The customer comes first”, or how about this one – “The Year of the Customer”. I spoke recently at an event and that was the theme of the…
Customer Loyalty: Attitudes vs. Platitudes
Customer Loyalty is a coveted objective for most businesses. Books, metrics, methods, and entire industries have been dedicated to this Holy Grail on which, by some reports, U.S. companies collectively invest over $1.2 billion annually. Many organizations employ elaborate Customer…
Tagged with: Jim Cathcart
The Technology Integration of Man
I have delineated ten phases in “the technology integration of man” – four before this moment, and six to come. Step back and think about the time we live in now as being in the middle of a 100 year…
Leaders: Born or Made?
Leadership comes from training, development and experience. Correct? If not, then you must be born with those necessary ingredients. Correct? Frankly, I don’t think it is one or the other. It is a combination of both. I spoke at an…
Making Tough Times Work for You, the Old Fashioned Way
A bus ride to town cost a nickel. Two hamburgers and a Coke at George Nichols Coney Island cost a quarter, if you had one. A new Chevrolet was about $600. A first class letter was 3 cents and you…