Visiting the Nope Store: Why Small Isn’t (Always) Beautiful

June 3, 2011

Today’s guest post is from Richard Gallagher, one of the nation’s leading experts on workplace communications skills. “Early one morning this week, on a business trip to a major city, I was desperately looking for a power cable for my dying cell phone.  So I rushed in to a small retailer who happened to be [...]

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Joann Fabrics makes for Tough Returns

March 27, 2011

I never shop at Joann Fabrics and Crafts except to get supplies for my son’s science projects. The people there always seem helpful…until I had to return something for $4.50. As I entered the store to return two things, I was told that I could not go directly to the return desk but had to wait [...]

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Your Latest Customer Complaint is a Gift

February 21, 2011

Today’s guest post is from Charlie Kocher of the Curry Coastal Pilot, Brookings, Oregon. “So at the end of the conference Tuesday, as Barry Moltz was winding up his customer service presentation, I was busy making one last note. Suddenly, I understood that Moltz had been asked to make a special presentation on behalf of [...]

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That Personal Touch

January 19, 2011

Renting cars at the airport for most business travels is a commodity business.  But there is at least one business leader at Alamo Rental Car in Phoenix that is trying to set himself apart for the pack. Depending upon the  time of the year, renting cars in Phoenix can be fairly cheap.  I typically log [...]

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First Impressions

January 16, 2011

When someone follows me on Twitter or Friends me on Facebook, I take the time to send them an email which includes a link to a short introductory video. Hi _____- Thanks for the Follow.  Here is a short vid that tells more Tell me how I can help! I figure this is the [...]

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It Almost Makes Me Want to Get Braces

January 10, 2011

Today’s guest post was written by Sarah D. Johnson, CMP (Certified Meeting Professional), Owner and President of MoJo Group New York Meeting Planners “My niece is going to have to get braces soon…and she is very excited.  Seriously.  Yes, she is just ten years old, but it isn’t just mere naivety that is making her [...]

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How to Treat Your Loyal Customers

January 3, 2011

I was upset at Discover Card this past week so I wrote a letter to their customer service executive. Dear Mr. Edward Stolbof, Senior Vice President, Customer Service at Discover Card. I am canceling one of my Discover Cards. I had been a loyal customer until this past week when I made a slip that [...]

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Calling The Fix It Guy for Excellent Service

January 2, 2011

Our dryer was making sounds that it probably shouldn’t be making. After 10 years, it was time to get it repaired.  Guest for New Year’s were on their way.  Fortunately, appliances don’t break enough these days that I always have the name of the right repairman handy. I put “chicago dryer frigidaire repair” into the [...]

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How to Answer Your Email During the Holidays

December 24, 2010

We all get a flood of email.  How do you handle it…especially this time of year?  I received a creative email from Sima Dahl at Parlay Communications. Happy holidays and thank you for your email! Parlay Communications is as busy as Santa’s toyshop!  We’re working on some exciting projects for the New Year including: – [...]

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