So I haven't had a good rant for a while. Let's change that, shall we? I'd like to say today's ... Read More →
How NOT to create a customer experience
What’s Your Beanee Weenee Moment?
A Beanee Weenee moment is one where reality doesn't match up with expectation. No, you've never ... Read More →
A customer service story: How I fell in love with my dry cleaner
I am totally, 110%, head over heels in love with the lady who works the counter at my local dry ... Read More →
Knowledgeable versus know-it-all. Which are you?
Being viewed as knowledgeable in your field is a goal we all strive for Whatever your chosen career ... Read More →
How (not) to Listen. A story.
Do you know the difference between listening and hearing? I am firmly convinced that our world is ... Read More →
Warning: Creating a Positive Customer Experience Can Help Your Business
I preach a lot about creating an "experience" for my customers- it's plastered all over my ... Read More →
Taking my lumps….How do you take yours?
I made a mistake the other day. Yes, no matter how much I tout my "Goddess" strengths and abilities, ... Read More →
The 1 Simple Way to Win a Customer For Life
We live in a era of faceless, anonymous communication. Think about that for a minute. We've got ... Read More →
A referral program that works
I'd been thinking about starting a formal referral program at my office, Alan Galvez Insurance, for ... Read More →
Why customer service is on life support
What will it take for companies to realize that on the other end of the phone, or chat feature, or ... Read More →