How to Lose a Customer Over $17
A few weeks ago, I went to a local home center to purchase a hose for the backyard. I didn’t […]
Blog, Critical Thinking, Customer Care, Decision Making, Decision making process
Customer Care
Blog, Customer Care, Decision making process
Stop the Use of Disingenuous Labels
I am a long-time blood donor. Every eight weeks, the blood bank calls me to provide another pint. I’ve never
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