August 25, 2023 She’s My Favorite Client, She’s My Pride And Joy Stevie Ray Vaughan says: “Well you’ve heard about love givin’ sight to the blind. My baby’s lovin’ cause the sun to shine.” How do you think your clients or customers would react if you treated each of them like they were your pride and joy? Do you think they would refer you to their friends and associates? Would they try to go out of their way to give you more business? Maybe they would call your boss and let him know how well they were treated? If they changed jobs, perhaps they would “take you with them?” Those all sound…
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…
