Five Proven Ways to Sharpen Customer Service Decision-Making
When was the last time you heard the sentence, “Let me ask my manager?” It might have been on the […]
Blog, Decision Making
Blog, Decision Making, Decision making process
The Perfect Time to Act Doesn’t Exist
I am fond of reminding those in my audiences that decisions don’t have answers. They have outcomes. In most cases,
Blog, Decision Making, Decision making process
“Leave If You Don’t Like It” . . . So They Did
A nationwide firm, which I will not name, conducted an employee survey recently. As with most endeavors of this nature,
Customer Care
Becoming a Student of Error
Become a student of error. When was the last time you made a mistake? I did a few minutes ago.
Customer Care
Who Are the Best Decision Makers You Know?
Who are best decision-makers you know? A very smart man asked me that question a long time ago. It has
Customer Care
Take a Breath to Make Better Decisions
Take a breath to make better decisions. You know what it’s like. The uncertainty around a big decision makes you
Customer Care
How does This Place Make Money?
How does this place make money? Go ahead, ask ten of your agents this question and see how they respond.
Customer Care
Don’t Own Uncomfortable Encounters
Don’t own your uncomfortable encounters. When was the last time you dealt with an angry, frustrated or hostile customer? We’ve
Customer Care
The Value of “I’ve Got Your Back”
I’ve got your back. A few months ago, someone asked, “If you could only say one thing to encourage customer
Blog, Decision Making, Decision making process
The Magic of Goodwill in Decision-Making
This past week, I needed to find a part for a 29-year-old boiler in one of my rental properties. After