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…
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…
