Would you send your customer to a competitor in order to make them happy?
In describing the Black Tie Customer Experience in my seminars, I tell people it is changing your mindset to focus on the power of...
A “Wow” Experience... in a Quick Service Restaurant?
I had an unbelievable customer experience at a quick service restaurant. I know you may be surprised, but I think it happens more than...
Paying attention to all the details
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...
Are we living in the land of “Lack of” or the city of “Become More”?
At times in this day and age, I am starting to wonder. Let me explain. Do we choose to live in the land of “Lack of”? It is an easy...
Are you just “Good Enough” or are you “Awesome?”
x-tinymce/html In seven to ten seconds, the question above is usually answered. Not out loud, but subconsciously. Our brain is a...
We all know how to “eat”, but do we know how to “Dine”?
All of us know how to eat, but do we know how to dine? I also know you are thinking of people right now that have terrible table manners,...
The 3 questions that brand you (and your company) for the rest of the event
They are actually very simple questions and the answers are even simpler. We say them all the time at every meeting, dinner or event we...
The “New Rude” (and Pokemon too!)
Pitney Bowes released a white paper a few years ago in which they surveyed 1,000 consumers in five countries – UK, US, France, Germany...
Your behavior and your brand- how it contributed to losing one of the best jobs in the country
What does the combination of poor behavior choices and a tarnished brand get you today? If you are in the NFL, a demotion from a job that...
Little details make BIG things happen- How about in your company?
Please read this text below and count every “f” in it: FINISHED FILES ARE THE RE SULT OF YEARS OF SCIENTI FIC STUDY COMBINED WITH THE...
