“Here’s to the crazy ones, the misfits, the rebels, the trouble makers, the round pegs in square holes. The ones who see things differently. They’re not fond of rules, and they have no respect for the status quo. You can quote them, disagree with them, glorify or vilify them. About the only thing you can’t […]
As I write this post I’m watching the sun set over the expansive white sand beaches from a catamaran in the middle of the Australian Whitsunday Islands. Why did I choose this catamaran and not one of the hundreds of others that sail the exact same waters? The answer is risk, research and recommendations. A […]
It’s true, I’ve been behind on my blog posts. Not for lack of want. Simply because I’ve been preparing for a month in Australia. I’m delighted to be keynoting two events here in Oz: ATA National Conference – Sydney Australian Event Symposium – Sydney Over the next month, I will do my best to post […]
Myth #2. The customer is #1 It’s very common practice to train employees that the customer is numero uno. It’s also common practice to spend the vast majority of time, resource and financial investment on those customers. But where does this leave your employees? In a world where products can be replicated in record time, what […]
Myth #1. The customer is always right Stew Leonards has a very famous customer service story (circa 1969) that resulted in a giant rock that sits outside of his stores inscribed with the following: Rule 1: The Customer is Always Right Rule 2: If the Customer is ever Wrong, read Rule #1 This mantra is probably […]