I recently watched a TED Talk entitled Dare to Disagree. Margaret Heffernan encourages us to seek out opposing points of view to our own and open our mind to what we could learn. I once had an interesting experience on an assignment. I was in a leadership position and was faced with situation that required…
I was in the retail store of a well-known computer company. Working with a store associate I quickly found what I was looking for. When I asked the young man helping me where to pay for my purchase (no check-out lanes in this high tech environment) he asked me if I had the “app” for…
In an earlier post I referenced the golden rule—“Do unto others as you would have them do unto you”—and suggested when it comes to customer service, you need to move up to the platinum rule—“Do unto others as they would like to be done to.” As leaders, many of you told me you were going…
I was at a conference last weekend and the facilitator assigned the table groups a topic to discuss. After the discussion a person from each table stood up and gave a brief report on group’s conversation. A very accomplished friend and colleague of mine presented for our table group and when she sat down the…
When clients ask me to help them with customer service issues, they are often surprised (and a little annoyed) when I ask them a question about what business are they really in. Now I’m not trying to be difficult, I’m just trying to help them identify—at an emotional level—the specific need they are satisfying with…
I travel a lot, and in my travels, whether for business or pleasure, I try my best to stay in the same hotel chain. Why? Because I know what I’m going to get. Similarly, when I’m traveling overseas, I actually look for a very recognizable quick service restaurant chain. Why? Because I know what I’m…
Here’s a little game for you. Finish the following phases: “Do unto others as you would have _____ ___ _____ ____.” (Yes, the Golden Rule) “Beauty is in the eyes of ____ _________.” “If it were me, this is what __ ______ ___.” I trust you were able to complete these very common sayings. While…
There’s a common misconception that customer service is all about the customer. Surprise—it’s not necessarily so. Service is definitely for the customer—internal or external—but it’s about you, the service provider. “What?” you may be asking. “No, it’s about my client.” True … kinda. But it can’t be about them until it’s about you. The service…