Over 15 years ago, Southwest recognized just over 2,000 point of contact opportunities customers have, from the first call to arrival at their destination, and went to work to make each of those as positive an experience as possible. The … Read More

It’s important to distinguish someone’s technical job skill abilities separate from their ability to work with others in a team environment. Often, I see companies that have hired someone who is very good at what they do, but throws everything … Read More

Here’s a risky, progressive idea: Take the money you would spend on marketing, and spend it on extraordinary customer service. Works for Lawrence Construction, a Bay Area remodeler, and Zappos, a leading online retailer. It’s true that very few companies … Read More

(In case you don’t know, Zappos is an extremely successful online retailer that recently merged with Amazon) Deliver WOW Through Service Embrace and Drive Change Create Fun and A Little Weirdness Be Adventurous, Creative, and Open-Minded Pursue Growth and Learning … Read More

A wise person once told me “The Sole of Money is Service to Others.” But it’s so hard to keep that in mind when you really need to make a sale. Nothing drives a sale away faster than your customers … Read More

It takes some intelligence to offer a better, more effective way to get something done. It requires emotional intelligence so that your packaging and delivery lands for the receiver in a way that they can hear it, and put it … Read More

Stage 1: It really is all about you at this stage. You do everything, wear all the hats, cover all the bases, and if you have the strength to, you move on. Stage 2: The beginning of Control or Freedom … Read More

Too often, leader’s reference the effectiveness of their speaking based on how they themselves feel or think without being responsible for how others are hearing them. “Me centered” focus of attention could be considered a kind of A.D.D. behavior. Successful … Read More

There is a whole range of responses you can get when asking another for a commitment. I am not speaking about what they say, I am speaking about the mood in which the commitment is delivered, but you have to … Read More

There are a variety of relationships we can have to our word. Some people think it’s a complete pain to give their word, and you can hear and see that in their behavior. And some people feel empowered and supported … Read More