Category Archives: Customer Relationship

Innovative Service: Trust as a Service Centerpiece

We live our lives on promises.  From the time a child can grasp the concept of “cross my heart and hope to die,” there is a forever realization that anxiety can only be reduced through proof of trust while waiting … Continue reading

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Service Renovation

My neighbor next door to my getaway river house is renovating his house.  He recently bought it and decided to add a large screened porch on the river side, a carport, and an extra bedroom.  His construction steps have been … Continue reading

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How the Recession Changed Your Customers

There is no doubt customers coming out of the recent recession are fundamentally different than they were before. Even customers not directly impacted financially were emotionally shaken by the uncertainty, anxiety and adverse impact on family and friends.  Learning more … Continue reading

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Is Your Service a Means or an End?

I have a new handyman.  And, Mike is terrific.  It all started with a simple chore—power washing a sidewalk and applying a concrete sealer.  I had power washed it before but the sycamore trees nearby had stained the concrete so … Continue reading

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The Customer Most Likely to Succeed

High school reunions are always an interesting time to compare prediction with reality.  Invariably someone brings a class yearbook.  It triggers many before and after thoughts.  Is the homecoming queen as attractive as when she was crowned?  Is the “wittiest” … Continue reading

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Customer Experience as a Story

I once had a wonderful colleague whom I worked with as a co-facilitator of workshops with senior leaders.   He was a very bright and confident presenter who could lead a spirited discussion with the most challenging participant.  He also loved … Continue reading

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Customers Love “Four-Way Stops”

Four-way stops are exercises in decorum without supervision!  Every driver knows the rules about who goes next and who has the right of way should turns be involved.  There is no traffic light or police officer to ride herd over … Continue reading

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Make Everyday a Respectful Disney Moment

We were conducting a customer service workshop for the amazing housekeeping staff of the Jacob Javits Convention Center in New York City.  They are called “Environmental Services” at the Center.  The small group task we assigned each of the five … Continue reading

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What’s On Your Trophy Wall?

In the last few months we have visited the CEO’s of two different companies.  Both had executive offices that were interior decorated to communicate importance and prestige.  Both offices were supported by an administrative assistant that could have written the … Continue reading

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Liposuction Service: The Problem with the Pursuit of Shortcuts

January is dieting month.  Those holiday parties and giant, pull-out-all-the stops meals can add unwanted pounds.  Who could pass up trying that casserole?  As good as the eggnog and fruit cake were, you could not escape their propensity for turning … Continue reading

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