What aspect of your service changes when you get busy? If you don’t have a clear agreement on your team about which corners get “cut”, you may create a very ...

If you’re in the service business, you know the “U” word very well. It’s urgent I get my car from the valet NOW. It’s urgent my brother get this medicine, do...

This is the only easy answer you should give: “It’s not that simple.” Most people want easy answers. They prefer you to simplify decisions and give them a cl...

No one likes to hear “I told you so”. By the time you’re saying it, it’s too late. It’s ok that you arrive at a conclusion before someone else. They’re not r...

Apple stores are remarkable, and have been from their inception. But what’s even more impressive is how they continue to do less. They actually are removing ...

Not sure which phrase will upset a business owner? Don’t worry… “I got it handled, boss. Don’t worry.” “We’re on top of it, nothing to worry about.” The more...

The most important skill in specialized, technical jobs is often non-technical. It’s communication. Either the critical importance of getting someone to comm...

5 star restaurants offer great service. They have an ideal ratio of employees to customers. They get to have great employees because they pay well. And they ...

While you’re working behind the scenes making things perfect for your network, your customer may be hearing nothing. Things should not be so quiet that they ...

Your best client. You know, the one that’s kind, polite, patient, appreciative, punctual, generous, understanding, and empathetic. You love seeing them. You ...

You might think that name the Starbucks employee writes on your cup is so they can call out your name or avoid having someone pick up the wrong beverage from...

The coupon drew me in. 25% off any lunch item. So I ordered my chicken sandwich and chose my side, turkey chili. Tried to pay the woman who took my order, bu...

Customers begin a sales process with skepticism. Their job is often to sort out the facts from the fiction, and because the salesperson’s interests aren’t alw...

Imagine asking a seasoned camper to stay in a posh hotel for the night. “Why? I can just set up a tent myself and I’m completely resourceful for whatever ari...

Pieter. Jenifer. Cindee. Lisa. Leesa. Lissa. Spelling is personal. And nothing says “I don’t really care enough about you as my customer” than a simple spell...

To:EVERYONE From: President Subject: URGENT: read this right now. If you get an email marked “urgent” from your supervisor, do you immediately comply with th...

People love the phrase “please advise”. You shouldn’t. It’s a great way to lob the tennis ball back into the other person’s court. If you’re helping a busine...

We’ve been doing some bragging this year. It’s our 20th year in business. One of the best parts of celebrating this milestone is the great perspective it pro...

Old saying: “Give a man a fish and you feed him for a day. Teach him how to fish and you feed him for a lifetime.” Many, many computer consultants believe st...