I provide a seminar on customer service, and have a keynote presentation called The Customer Never Forgets. I have studied customer service, read a lot about customer service, and written quite a bit on customer service. But more than anything else, I am a customer. Constantly. Practically every day. Increasingly, my customer experiences are on-line.… Read More “Empathy” 1st, “Fix” 2nd – A Customer Service Basic!
It is a great principle in psychiatry that “all-symptoms are overdetermined. This means that they have more than one cause. I want to scream this from the rooftops: “All symptoms are overdetermined.” Except that I want to expand it way beyond psychiatry. I want to expand it to almost everything. I want to translate it,… Read More There Just May Not Be a Magic Bullet – It’s Practically always “Both-And”
Hire Nice People – Oh, AND Teachable; Oh, AND… I really liked the quote that I included in a recent blog post from the book Demand by Adrian Slywotzky. It is about the restaurant Pret a Manger: “We hire happy people, and teach them to make sandwiches.” I was telling this to a friend of… Read More Hire Nice People – Oh, AND Teachable; Oh, AND…
We had a terrific session yesterday at the November, 2011 First Friday Book Synopsis. Karl Krayer presented his synopsis of The Shallows, and I presented my synopsis of the new book by Jim Collins, Great by Choice. It was a valuable session. Both books were terrific, and I view Great by Choice as an important… Read More Blah, Blah, Blah & Demand – December Choices for the First Friday Book Synopsis
First Friday Book Synopsis 