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How Mystery Shopping Can Help You to Feel the Customer’s Experience
I am a true believer in learning by observing the “real” world. That is why, last week, I spent...
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It’s Service Malpractice
Recently we called a contractor to evaluate a leak in our house. There was an obvious crack on an...
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Are Your People Robots or People?
I am an on-line shopper out of necessity. I really like to go “shopping” into stores and malls, but...
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Breaking the ‘Telephone’ Barrier through Communication Arts & Skills
I have never been a big fan of talking on the phone. The actual phone itself has always felt...
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One Simple Behavior; One Giant Impression
My husband and I traveled to Moscow last week—a long way from our South Florida home and a long...
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Anxiety Is the Price You Pay
Although many people will tell you NOT to discuss religion and politics in public, my family has always been...
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Are You Ignoring Your Biggest Sales Engine?
While everyone is running around in a panic about generating new sales, some organizations completely overlook the gold mine...
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It Is Time to Talk About Personal Branding
And no, I am not talking about the type of tattoo I live in fear that my teenage son...
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Fear at the Front Line Podcast
How are you preparing your sales and service teams to handle the often difficult client conversations occurring in the...
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What are your sales and service teams really saying to clients?
I’ve been wondering lately about what conversations between bankers and their clients sound like these days. Let’s face it,...