February 9, 2023 Chat PBF You know how when you hear something new and before you have experienced it firsthand, you’ve made a judgement about it? I’ll say we are all “guilty” of that, and I use the word “guilty” because it’s never great to “pre-judge” something before having enough data to make a fair observation. However, I’ll give us a all a free pass, mostly because our worlds are filled with so much data that, in order to keep our sanity, we must be able to form snap judgements. The alternative is to be constantly overwhelmed by all our brains take in. When I…
January 20, 2023 A Tale of Two CSRs It was the best of calls; it was the worst of calls. Recently, I received a fantastic email from Southwest Airlines…I qualify for A-List Status finally! Hallelujah! I’m not sure how that affects me as a human being, but it’s got to be good, right? Who doesn’t want to feel special, elite, appreciated? Even though one of my daughters is a lawyer, I didn’t want to bother her to help me puzzle out the legalese that detailed what these elusive A-List benefits are to me, since she’s too busy trying to put very bad actors in prison. So, I did…
June 4, 2022 Can’t Get Too Much Love! Welcome to my new theme for this blog space. I am, of course, talking about the “love” between vendors or organizations and their clients or constituents. A very sage, savvy and experienced client once said to me that the relationship between a supplier and customer can be likened to a romantic relationship. There is the “woo-ing” phase, whereby the potential vendor “courts” the prospective client. They have many meetings (“dates”) finding out about one another to see if there is a good match. Each party asks questions of the other, hoping to find common ground to continue the relationship. If…
