Category Archives: Customer Service

How Can You Find New Ways to Add Value?

On a business trip to New York City this week, I stopped in at the newly opened Whole Foods Market at Bryant Park. In case you don’t know, Bryant Park sits smack dab in the middle of midtown Manhattan.  It’s … Continue reading

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This One Leadership Skill Will Send Your Credibility Soaring

My twelve year old son, Alexander, just got braces on his teeth. In case you don’t remember or never had them, braces hurt the first few days. A lot. Alexander is a trooper, and knew that the pain in his … Continue reading

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Four Benefits To Being A Rapid Responder

The Thursday before Halloween, an unusual October storm hit our town in Western Massachusetts. We got about 3 inches of snow. When a storm like this comes through, it’s pretty clear that Mother Nature has a reason that snow generally … Continue reading

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The Best Way To Handle Making A Mistake

This past Saturday, my wife Mary and I went out for dinner with another couple (Mike and Liz) at a local Italian restaurant. After sharing an appetizer of Gorgonzola Garlic Bread, we waited for our entrees to arrive. Mary and … Continue reading

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What Bad Doctors Can Teach Good Leaders

When’s the last time you were on your way to work and thought, “Today I want someone else’s life miserable!” Not likely. But maybe there’s someone at work (a boss, employee, vendor or customer) whose sole purpose on earth seems … Continue reading

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Proud: Good. Pride: Not So Good.

When does your reputation become a roadblock? When it makes you deaf to the needs of the people you serve. Thursday, I was leading a meeting for a group of 300 finance professionals. The venue, on Park Avenue in Manhattan, … Continue reading

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What business are you really in?

I was cutting it too close yet again. I finished a conference call at 4 pm, and was about to dash out the door for a 4:15 massage appointment when the phone rang.  It was one of my clients calling … Continue reading

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The Secret Sauce of Professionals

  I recently heard a great definition of a professional: Someone who (in their area of expertise) knows more and cares more about you than you do.    A pro plumber knows and cares more about your pipes than you … Continue reading

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The Impersonal Touch is the X Factor

    We don’t do business with companies. We do business with people. In this era of hi-tech, we also want hi-touch.  We want to be treated like people, first and foremost. Last Thursday night, I spent the night in … Continue reading

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Good News or Bad News?

    How can you create a positive experience for someone else? Mess with their expectations. I write this to you from 33,000 feet, after departing Orlando to head back home to the Hartford airport. Just before we took off, … Continue reading

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