Should You Crack the Tough Nuts?

I’ve learned something over the years: Some people do not want to be won over – and that’s OK. Now I focus on the ...

Four Questions to Boost Collaboration

Tighten bonds now with your customers, suppliers, managers, employees, colleagues, friends and family. These four simple questions will get a dialog going, and keep your relationships growing...

Don't Fire Your Customers - Try Upgrading Them First

All over the world I teach people how to serve, surprise and delight their customers – how to keep them coming back for more.

Unsuccessful Applicants Deserve Good Service Too

When you hire new staff, or put projects out to bid, do your advertisements state: 'We regret only selected applicants will be informed?'

The Power of a Pregnant Pause

The busiest maternity hospital in the world is my client. They were once listed in the Guinness Book of Records for 'most babies delivered in one year!'

Never on a Sundae

I was passing through Kuala Lumpur International Airport (KLIA) in Malaysia, returning from a live web-cast presentation on a new e-learning channel.

In Customers We Trust

I was in Boston and wanted to buy a homeopathic remedy for my young daughter. At 9:10 pm I drove up to a local health food store, Bread & Circus.

Co-Pay is a Win-Win-Win

My first book, UP Your Service!, hit #1 on the national bestseller list within three weeks of release.

The Conference Rate in Los Angeles

I was making arrangements to attend a conference in Los Angeles, California.

You Can't Have Juice With a Special Broiler Meal

Years ago, I frequented a well-known quick-service restaurant for their Special Broiler Meal, a fast-food lunch of broiled chicken sandwich and french fries.

Your Goodwill Has Expired

Alice's prepaid telephone calling card said 'Expires August 31, 2001' on the back.

Yes - We Have No Bananas

I stayed in an Orlando hotel suite for ten days. Breakfast was available in the concierge lounge each morning: oatmeal, bread with butter and jelly and an assortment of sliced melon

How to Deal With a Customer Complaint

I got a customer with a complaint screaming down the phone at me, what do I do? Do not go on the offensive but listen to their problem then repeat it back so they know you fully have grasped the problem from their angle on the matter. Thank them for bringing the situation to your attention. You cannot fix what ...

Should You Take Care of Your Customers?

There is no doubt that the customer should be at the centre of every business strategy and yet, it often feels like focusing on them comes as an afterthought.

The A.C.E.S. Model Of Exceptional Customer Service

Individuals and companies can improve lackluster customer service by diagnosing which of the three variables are at the source of the problem: Exceptional customer service is a function of an attitude of service to others, task competence and empowerment to deliver excellence.