When your sales calls, messages or advertisements begin by stating, “We’d like you to know” or “I wanted you to know”, you’re really saying, “I am more important than you.” And that’s a pretty ballsy … Read more
I recently discovered that some companies ‘get’ the concept of humanity, while others have probably not ever heard of it. I was hired by a company who requires even their subcontractors to submit to drug … Read more
In spite of great urging from professors and students alike to fall in line, my beliefs have remained fully intact since enrolling in university last year. There have been at least half a dozen professors … Read more
We tend to believe in the people we work with. It’s in our nature. It’s also in the fibers we weave together as team members, coworkers, or client and service provider. Most of the time … Read more
Marketing shortcuts often come with a hefty price, as I was reminded a couple nights ago. I had an allergic reaction to soy that hurtled me into health hell, throat nearly shut, the rest of … Read more
Hobbyists play to prove. Businesspeople play to win. Hobbyists start at the middle and negotiate to the bottom. Businesspeople start where they start (high, middle or low) and stay there. Hobbyists spin. Businesspeople tell the … Read more
‘I’m sorry you feel that way,’ needs to be stricken from the customer service bible. It’s not about how I feel, and it’s not about how you feel. Customer service is about grasping a golden … Read more
As I enjoyed an early morning ski in my neighborhood a week ago, I tried to take a few moments to enjoy the silence of the night. Except I found that 4:00 a.m. Seattle is … Read more
We live in a time of experts. Everyone is an expert, a guru, a leader, an authority. Few customer service departments practice active listening because they’re too busy asserting their authority. Have you ever encountered … Read more
Since customer service is a top-down equation, poor customer service experiences are clearly designed with pessimism in mind. Which is odd because that’s a person or a team of people working against human nature to … Read more
