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

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...

And even during this time, it is still important to use this because if not, it doesn’t start the customer experience on the right foot....