We apologize too quickly, too frequently, and too often lack sincerity. A ‘sorry’ rings hollow when we don’t learn from our mistakes, when we don’t take corrective action, and when we don’t make it up to the people we have wronged. Smart people … [Read more...]
Delight The Customer
September 22, 2014 by
You delight the customer when you do the unexpected. Focus on the details. Sweat the little stuff. Under-promise and over-deliver. The truth of the matter is that any company can improve service by almost 80 percent with existing resources. Are … [Read more...]
Senior Pictures – Class of 2015
July 15, 2014 by
My son, Rohan and I battled the crowds for three hours for his photo-shoot for his senior pictures. The operation at Leonard's was overbooked, inefficient, and devoid of any semblance of service. That's the problem with a captive audience, and a … [Read more...]
Bad News is Better Than No News
April 8, 2014 by
Most service providers do not understand this basic reality. When deadlines are missed, deliveries fail, or promises are broken, the tendency is to avoid emails and phone calls like the plague. The proverbial, "someone will get back to you … [Read more...]
