"We have a 99 percent satisfaction rating." Is that good? Well, if you are a retail store, it could be exceptional. If you are a hospital, it could mean that you are giving one new born baby a month, to the wrong family. Not so good. We don't … [Read more...]
When ‘Sorry’ Rings Hollow
September 23, 2014 by
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...]
August 30, 1985 — A Place Called Home
August 29, 2014 by
I looked out the window of the plane and saw the ‘Hollywood’ sign on the hilltop, overlooking Los Angeles, CA. Nervous, excited, a tad apprehensive. As I took the bus into Anaheim, I remember thinking to myself – “there are no people in this … [Read more...]
