customer service

First Impression Failure at Quiznos

While searching for a lunch spot in Atlanta today, I stumbled upon a Quiznos. I was disappointed to see that "management" has reserved position A in the parking lot for themselves! While shooting th
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Make Your Point!

I want to give a big round of applause to Southwest Airlines for taking a unique selling position and really driving it home. When Southwest decided to not follow all the other airlines who have
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“Don’t Call Me. I Won’t Call You.” Great Article from NYTimes.com

Don’t Call Me, I Won’t Call YouBy PAMELA PAULPublished: March 18, 2011 NOBODY calls me anymore — and that’s just fine. With the exception of immediate family members, who mostly phone to discu
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Thanks for Popping In!

Who wants microwave popcorn with a note on it that says "thanks for popping in"? NOT ME! I want instant gratification. I want some comfort food or a sweet treat. Replace that tired old popcorn prospec
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Long Days = Lot’s of Leases

It always confuses me as to why we have leasing office hours while our residents are at work. They typically leave for work before 9am. Yet we don't arrive at work until 9am. And our hard working resi
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Trend: We Are Value Creators

We are in a knowledge economy. We must stop providing information to clients and provide value. The question is, what is valuable to your customer? This is a very individual and often subjective ans
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Trend: Customer Service as Part of the Sales Process

45% of every client interaction involves customer service. My research illustrates that customer service has decreased in many organizations possibly due to the fact that we may be operating with lea
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How hard is it to say “I was wrong?”

I am a huge cheerleader for companies that innovate. The problem is with weak execution. Do not innovate until you truly understand your customer. So many companies today are trying to find ways to cr
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The Digital Comment Card Takes a Stand

Join me as I take a stroll to “back in the day.” I am 21 years old standing in front of my closet looking at my navy blue uniform suit, trying to find something to add to the outfit to disrupt the
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“We have less money, but we’re no less impatient.”

The title of this blog is a quote from Mike Snider, a writer at USA Today. He was referring to the service that has kept NetFlix’s profits positive; their ability to provide near instant delivery of
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