Companies often take the personality of their leaders, and if your leaders are not focused on customer service, it’s easy for the company’s service to lag behind, too. I saw this first-hand in my younger days as an employee. If you’re a leader, are you setting an example for your employees, and treating your employees…

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You might first learn about a problem at the moment a customer reaches out to you to tell you about it. But what you have to keep in mind is that while you’ve only been trying to solve the problem since that moment, the customer has been dealing with the problem for longer. For some…

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I’m a naturally optimistic person, and a lot of that goes to some early experiences in my life. It’s led me to believe that we’re going to be stronger than ever after the current crisis ends. But that will require having the right attitude and approach, working on ways to improve and grow. Lots of…

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Hiring can be a tricky process. The most impressive individual with the best resume is not always going to be the best choice for an employee. It’s not because they wouldn’t be able to do the job; it’s because the culture of every company is different. When you’re looking to bring new people onto your…

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We all watch the news and see the dark side of COVID-19, which includes devastating numbers of illnesses and deaths, financial struggles, and more. Businesses are going under. Unemployment is at an all-time high. A lot of people are hurting. But there is still quite a bit of “good” happening around us. In this week’s…

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Are you a “Batteries Included” type of person? And what does that mean? It’s not about being the biggest extrovert, or having the most gregarious personality. Instead, it’s about having the right type of energy—the energy of a contributor, adding to everything going on around you rather than detracting. What kind of person are you,…

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In a recent interview I did with Matt Gillin, co-founder and CEO of Relay Network, he made a great point: “The world is now on-demand and highly personalized. The secret of the game is to make it easy and frictionless.” But what does that really mean? In this week’s video, I’ll break down the three…

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What would you do if you were down to your last customer? Maybe you’ve been losing customers, either to a competitor or to a general economic downturn. Or maybe you’re just starting and only have one customer. Either way, what are you doing to create a powerful customer experience and keep that customer? And on…

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Does everyone on your team know what to do in the case of an emergency? It could be the fire alarm going off, or a power outage, or even a customer threatening to harm themselves or others. Be prepared for the scenarios that you’re most likely to encounter in your business, and make sure your…

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Employees who have to engage with customers have to have the right attitude. And you can’t just count of people to “fake it.” You may have had an experience where an employee was providing good service, up until the moment you weren’t their responsibility any more…and then the attitude flipped. They didn’t have to fake…

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