Bob's new (and first) book is here!

Transforming "IAMJUSTA" Employees into Valued Team Members Have you ever stopped to think about how your employees see themselves within...

My wife and I received this card in the mail at the beginning of 2024. On the surface, this is a nice gesture from this individual and...

I don’t take great selfies. I don’t know why, but I’m usually never happy with them. But for this one below, it didn’t matter because...

I talk all the time in my seminars about the power of stories, especially those that come from our customers. While I know we sell the...

7 Secrets to creating "just customers" (and doing more work) If you’re a Seinfeld fan (like I am), you probably remember the episode at...

When was the last time you were a customer in your business? When was the last time you called your organization? Or the last time you...

Coming out of the pandemic I had more than one colleague tell me, “Bob, it seems like people have forgotten the basics of Customer...

Setting aside a portion of your budget to go above and beyond for customers can really have them saying "WOW!" It can also go a long way...

Any idea of what those four letters stand for? It's not an HR acronym, nor a business acronym. It is one from the world of sports, and...

I witnessed this experience about two years, and since we are starting to come out of the Pandemic, I thought this would be a good time...

How long would it take you to become frustrated answering the same questions from different people in the same organization that you are...

I believe my saying still holds today- “Perception is 9/10ths of the law. How people perceive us could become their truth." This means...

What would your business look like from a revenue, productivity, and retention standpoint if you developed long-standing relationships...

At my training last week we did an exercise on IMPACT Points with the entire team, and it was an impactful exercise for them. I had them...

Do your customers and prospects think your customer service is blah or Black Tie? Let me explain these two notions with two real-life...

In describing the Black Tie Customer Experience in my seminars, I tell people it is changing your mindset to focus on the power of...

I had an unbelievable customer experience at a quick-service restaurant. I know you may be surprised, but I think it happens more than...

How well does your team create an impression that LASTS with everyone they come into contact with? During these last few months have they...

I ran across this quote from a restauranteur and it’s so true- “If you get the hospitality right, the food tastes better.” Think about...

Do you see anything unusual about the picture below? It’s a picture of a step, pretty ordinary, right? How about now? Yes, it’s one tiny...