GOALS — A simple 5-letter word that genuinely strikes fear, trepidation and loathing in the hearts and minds of millions of people all over the world. The question is WHY? Studies have forever verified the fact that goal-setting has enhanced levels of productivity, achievement, and profitability for both individuals and organizations alike. Plain and simple! No…
What do the following Hollywood superstars have in common? Bill Cosby Kevin Costner Robert De Niro Clark Gable Whoopi Goldberg Dustin Hoffman Bob Hope Michael Landon Sophia Loren Mary Tyler Moore Ronald Reagan Burt Reynolds Tom Selleck Suzanne Somers Sylvester Stallone John Wayne Marilyn Monroe ANSWER: They all began their film careers at the bottom…
As we approach another election year, we’re hearing from the current administration and all of the current candidates that they can and will engineer a recovery. I’m not certain the average American is buying this recovery rhetoric … and I certainly can’t blame them. We’ve all been there and heard those promises far too often….
There is an old story about a man who sold hot dogs by the roadside. Life was simple and very good for the elder gentlemen. He was illiterate, so he never read newspapers. He was hard of hearing, so he never listened to the radio. His eyes were weak, so he never watched television. However,…
In our recent Customer Service Boot Camp Tour, we devoted a great deal of time, energy and focus on critical aspects such as Trigger Events, Cycle of Service, Functional Blindness, Raving Fans, Vigilante Consumers, the Service Triangle, the Knowing-Doing Gap and the importance of Re-framing in today’s competitive, chaotic, and ever-changing business environment. This year…
Now that we can speed through commercials on our DVRs, many advertisers are frustrated in their battle for our attention. They may have found an answer to that dilemma. If you’re a frequent flyer, as I am, you are about to become a member of a large “captive audience” that will soon be exposed to…
Last week was Customer Service Week … an international event devoted to recognizing the importance of customer service and honoring the people who work on the front lines serving and supporting customers. In 1992 the U.S. Congress proclaimed Customer Service Week a nationally recognized event as well. It’s celebrated annually the first week in October….
I just don’t get it! I never have! I doubt if I ever will! We’ve been successfully touring the country for quite some time now with our Customer Service Boot Camp. It didn’t take long to recognize a very evident common thread among those organizations that experienced this intensive training event: Few of them actually…
From time to time, I find myself blessed with an experience which inspires and enlightens me while renewing my faith in the human spirit. Just such an experience revealed itself to me this morning by way of a phone call from one of our clients. I have his permission to share this unusual story as…