A Cup of Kindness

Even motivational speakers gain inspiration to be a kinder, more generous human being after reading about individuals like John Lohan, a 49-year-old … [Read more...]

Do you Need to Polish Your Practice?

“It’s nice to see you smiling! Is your headache better?” the office manager asked with genuine concern. Days earlier, you see, I had … [Read more...]

Fastest Way to Alienate a Customer EVER!

Seriously. You won't believe what he said. I call it the Worst Customer Service Comment in the History of the World.  I thought my brain was … [Read more...]

Don’t you want to know why service has been cancelled?

It was the call heard around the world. You know, the customer who called their cable company to cancel service.  The customer service rep wanted … [Read more...]

What if you served Hugs to your customers?

As a motivational speaker, I have a sweet spot in my heart for people who make a positive difference in people's lives.  I am especially … [Read more...]

Don’t Ask If You Don’t Care!

I did a blog on my love-hate relationship with Enterprise Rent-A-Car a couple of years ago (Now THAT’S What I Call Customer Service! Rock On … [Read more...]

The Million Dollar Business Secret That Costs NOTHING

I am seriously sucky when it comes to hanging on to prescription glasses. And when I went to my local eyeglass place to buy my 435th pair, something … [Read more...]

The Five Most Brilliant Words in Crisis Management

It was a meeting planner's nightmare and a motivational speaker's golden opportunity. A large healthcare company had their annual … [Read more...]

Travel Much? THIS airline got customers (and non customers) raving about them!

Every business owner has probably asked himself or herself the question "How can we stand out from our competition?" or "How can we … [Read more...]

What’s your return policy?

I know, the fine print read "You may return product for a refund if it is in unused and in perfect condition." But, how do you know … [Read more...]