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…
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…
March 25, 2022 Never My Love…Never, My Love In rewatching one of my favorite episodes from the Starz series Outlander, based on the novels by Diana Gabaldon, it occurred to me that punctuation is crucially important. Of course, we’ve all seen the funny Facebook memes: Let’s eat, Grandma vs Let’s eat Grandma. And you know, the struggle is real. I don’t know about you, but when I was younger and listened to records and songs on the radio, we pretty much had to guess what the lyrics actually said and meant, unless you were lucky enough to have them printed on the album’s liner notes. This was way…
