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What do YOU want from me?
What do you want from me? There I was, minding my own business when… I was waiting in line at the cash-wrap of a local retailer, carrying product in my hand I intended to buy. As I approached the...
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Where do you expect great customer service?
Where do you expect to receive great customer service? Do you think it is reserved for high end services or products? We have been led to believe so, as our society has become a self-service culture....
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sometimes the answer is no
Don't let the bastards get you down! I hate saying no! There is something deep inside my psyche that screams failure when I’m unable to please people, which is probably one reason I am so good at...
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another customer experience lesson (part 2)
Last week, after sitting through one of my evening classes, I knew there was a blog post/story that was emerging. What I didn’t realize is that one of the people who would read the subsequent post was...
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6 clues to customer service or disservice
I believe there can be too much of a good thing. Here are some examples of consequences from excessive behavior: Too much ice cream = bloated lactose intolerance or weight gain Too much time on the...
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are we sales people or zombies?
am I a zombie or a sales person? Help Please? When embarking on a shopping trip, what does the sales staff’s level of service look like? You may be wondering how it should appear? Customer service...
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Don’t look for easy, look for possible
I have been a leader most of my adult life. One trait shared with other effective dynamic leaders is that I don’t think I know it all. I am continually enhancing knowledge and skills with something...
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service statement: pay it forward continued…
thinking of you It is impossible to completely remove my customer experience leader hat. On a shopping expedition of any sort, I can’t help but overhear conversations between customers and...
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Should we settle for unremarkable?
Enjoying comps at MGM Grand Recently I had a conversation with a girlfriend about the pitfalls of adequate customer service. Have you ever been blown away by the level of attention given by a customer...
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following the leader
I am a confessed leadership junkie. No matter where I go, I observe leadership in action. Working in retail, I witnessed many styles (some admittedly better than others). hanging with followers What...
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