The power of relationships in the digital age
When you take care of relationships, you take care of everything. A powerful statement from Peter, a leader in a professional services organization I just met….
The Lost Art Of Service: Is “Good Enough” Good Enough?
A smile. A thank you. An apology. One may argue that any of these gestures are better than a mediocre interaction with a service provider….
The Value Of Business Relationships: One Constant In A Changing World
“I’m not a people person.” I will never forget hearing those words during a leadership workshop I was facilitating, nor will I forget the newly…
Here Today. Gone Tomorrow…Why Customers Go Elsewhere In A New Economy
The question: “Why Customers Go Elsewhere?” remains timeless, even in the digital age. Unfortunately, many businesses fail to deliver on a simple premise: Take Care…
How to tell people at work what you really think of them
Act One Scene One: Learning a brand new way of implementing: “Don’t get mad, get even.” During a recent training session regarding workplace relationships, I…
The “Wow” Factor…Brought to you by the U.S. Post Office
Cynics may say that you would never expect a public servant to give outrageously good customer service. So let me prove you wrong. Ross, who…
When Customers Walk – The Business Consequences of Disengagement
After a seventeen hour journey from Australia to Canada, plus forty-five frustrating minutes talking to airline staff about a pair of prescription glasses that were…
Are you taking the lead with your customers?
A friend of mine went to pick up his dry cleaning last Friday. While this isn’t exactly headline news, be assured that the dry cleaner…
The transactional age is dead. Long live the relational age of doing business
The relational component in business dynamics has always been essential. However, with the proliferation of social media and competition for business on so many platforms,…