Stop telling me your greatness; Start showing me how you can help me.

The press release boldly claims that the latest product release will revolutionize the software industry.   The commercial shouts that…

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Words that kill: I am just a sales guy

I was on a product demonstration yesterday when I heard a salesperson say, “I am just a sales guy.” In…

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That’s not my department.

Responsibility; ownership; accountability; these themes sound weighty, and they are; being responsible, accountable, with an ‘owner’s mindset’ is tough to…

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eBook: How Do Brands Win Business

Friends, Product marketers, business owners, customer service reps, product managers, marketers: It’s been a lifelong dream of mine to publish…

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I wouldn’t do your job for all the money in the world.

On a typical day, you’ll encounter a wide variety of people, performing many different roles. Susan, the perky red-haired Starbucks…

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I wanted to do business and I got ignored

I recently had some small business owners visit my home to give me an estimate for some yard work. As…

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Coffee Bean: Customer Focused every day

I have high expectations for new businesses. I have an expectation when entering a new store that I’ll be treated…

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Coffee Bean: Readying for a Starbucks Fight

I love to see new brick and mortar businesses start. I get a charge out of seeing businesses do their…

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Dick’s Sporting Goods Delivers E-mail Again and Again

With the Christmas season behind us, everyone awaits the unfortunate noise that occurs in January. THUD. CRASH. THUMP. Something heavy…

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The secret to a more tranquil airport

Juan Alvarado please report to the check-in desk. Attention: For your safety, please keep your bags next to you at…

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@Southwest Air: Customer Can Do Attitude is THE rule

The orders come in like rain as the flight attendant pushes the bulky cart up the cramped aisle: I’ll take…

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Make your product invisible

Like electricity, the use of a dataphone has almost become that predictable, consistent, expected. When you want to make a…

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@WaltDisneyWorld: How My Mom Witnessed Customer Service Mastery

A stack full of pancakes… A heaping portion of hash browns… A delectable blueberry muffin that crumbles perfectly… Millions don’t…

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The big question: How’s business going?

I make it a point to pose the following question to an unsuspecting waiter, hostess, cook, or ‘owner-looking’ person: How’s…

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Sea World presents a charming day…with a catch

I am surrounded by Cookie Monster, Elmo and Bert, as they dance to a catchy tune about letters and numbers.…

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Blackberry’s customer service misfortunes

With my flight hours away, and my departure gate in sight, I decided to move off the main pathway of…

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@ Best Buy, it’s the stuff that brings them in….

Since when have we become so ‘accessorized’? Recently, I visited a Best Buy and expected to find wall after wall…

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When’s the last time you talked with your customers?

Have you heard someone say?: “To have a friend, you need to be a friend.” Can this quote be repurposed…

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Play a game of Hide and Go Seek with your customers

Ready or not here I come. The moment this phrase is written or heard, you know its context: Hide and…

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Want to be a leader? Hold onto your self-esteem

Read on: Guest post from Edward Caulfield from Serious About Service. Thank you Edward for your contribution. If you were…

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