being willing to get in the dirt with them, to listen, to understand and to find that common ground, makes each person better, stronger and more healthy.
The Dirt Between Us
Customer Service 101: No Excuses
The customer experience should not include having to understand all that the service professionals have to go through in order to provide them with service
I Neeeed Your Business…
How you exit a customer will determine how soon they will come back, or how many people they will refer.
Choose Life: A Culture In Need of Revolution
I am sitting in my room, the day before I celebrate the passing of another year. However, when I should be reflecting on my blessings and doing my best to not look 53 (whatever that looks like), I can't... I can't because our country is in peril. I refer, of course to the continued killing …
Continue reading "Choose Life: A Culture In Need of Revolution"
The Beauty of Experience
Long time ago... Freshman year, Central College. I was a young athletic Californian getting used to a strange land - Iowa ;-). I was in the process of meeting some great people, getting used to being on my own (kinda), and learning about different cultural traditions. Now, as a Californian, I felt I was pretty …
The Power of a Cookie
I'm sitting in Starbucks, doing some work and planning and stuph, and have the privilege of having a father and his two sons sitting next to me. The boys are around 5 and 7, and are completely full of life - partially cuz they are hanging with their dad, but partially cuz of what he …
The Least Of…
Ok, I am no saint - at least not by the definition of social convention. I am no hero, I am nothing special, and I definitely cannot place myself above anyone else. Who am I to judge anyone's intentions or ability? There is a story in the Bible where Jesus and his crew are watching …
Driven By Anger…
Today I was on my way back home from running some errands, and as I got close to my turnoff, I needed to get in my left lane. I had accelerated enough to get in front of the left lane car, and safely moved to the left as I approached the traffic light. I was …
When What Is Right Is Not Right
This morning on my way to church I stopped off at Starbucks as part of my normal routine: London Fog latte (2 bags, 4 shots of vanilla) and a Blueberry Yogurt muffin. I'm not a big Starbucks guy, but one thing I do love: the app. I'm hooked on the thing. I like being able …
De-scripting Customer Service
I have been involved in customer service for most of my career. The blessing and curse of this is that I can easily recognize when I am on the receiving end of very bad customer service. Such was the case when I had to call a company because I suspected foul play with my account. …