“Do not fear the loud things that you see and hear, nearly as much as the quiet, silent things that sneak up on you when you stop paying attention.” ~ Joe Contrera Lately, I have observed and heard from folks about number of situations in business that have taken place in organizations that are…
“The key is when a customer walks away, thinking,” Wow, I love doing business with them, and I want to tell others about the experience.” ~ Shep Hyken (And sometimes the opposite happens) In an age where there are literally 100’s if not 1000’s of places to get your news, you would think the…
“Excellence is a better teacher than mediocrity.” ~Warren Bennis At different times and with different clients when I ask them if they believe they are achieving excellence, too often I hear… No, I wouldn’t say excellence, BUT we’re better than we were 2 years ago! Each time I hear this my first thought is this,…
Listen, Do you want to know a secret? Do you promise not to tell, whoa oh, oh? The Beatles. Recently I had an online chat with a rep at Ally Bank. Here’s the transcript: Welcome to Ally’s Live Chat. Thanks for joining us! A Customer Care Associate will be with you in a moment. You are number 1 in the queue. Thank you for waiting.
The other night I had a potentially energy draining experience at the local Shell gas station. After realizing that gas was .15 per gallon more than the local grocery store (I should’ve bought it when I was there) I filled the tank up. As I waited for the pump to finish processing the transaction so I…
Monday of this week I sent an audio CD on managing your energy via the U.S. Post Office to one of my clients. Tuesday, I found the same envelope that had I dropped off at the post office the previous day in my mail box with a stamp on it that read “Returned For 43…