The Power of a Pregnant Pause

The busiest maternity hospital in the world is my client. They were once listed in the Guinness Book of Records for 'most babies delivered in one year!'

Developing an Eye for Detail

I flew Business Class on one of the world’s largest airlines and found myself in a chair padded for pleasure.

Never on a Sundae

I was passing through Kuala Lumpur International Airport (KLIA) in Malaysia, returning from a live web-cast presentation on a new e-learning channel.

Get Yourself Spring-Loaded

An e-mail arrived with a fragmentary phrase that absolutely caught my attention. The writer referred to many upset customers being 'spring-loaded in the pissed-off position.'

Future Sales are Hiding in Service

At the Repair and Service Center of a well-known technology company, customers are invited to examine and try the latest computers while waiting to collect their current systems

Co-Pay is a Win-Win-Win

My first book, UP Your Service!, hit #1 on the national bestseller list within three weeks of release.

Who Put Sand in the Grease

The world is racing towards seamless commerce and instant communications. Fast computers and networks provide the grease.

The Conference Rate in Los Angeles

I was making arrangements to attend a conference in Los Angeles, California.

Survival of the Fastest?

With cell phones, PDA's and instant messaging we continue to seek devices and software that will allow us to accomplish multiple tasks efficiently and effectively. Survival of the swiftest has been the business mantra for some time.

A Sure Fire Way to Say You Do NOT Care About Your Customers

There are many ways to show your customers that you care about them. Let me share one that tells your customers that YOU DO NOT CARE ABOUT THEM. Remember, my friend, that in business it is sometimes the little things that begin to tear down the company that we have worked so hard to build.

Knowing who's who, where, what and when - 10 Tips for Good Customer Relationship Management

The basis of business success is good relationships. Get back to basics and bring the 'relate' back into customer relationship management.

A Gentle Answer Turns Away Wrath

One sentence to deal with aggressive customers

Why is Good Customer Service So Important

It amazes me that in this day and age how some companies still do not understand the importance of good customer service. It seems many are focused more on saving money and less on keeping customers happy. Customer satisfaction leads to continued business, referrals, and customer loyality. Inadequate customer service does the exact opposite and ends up being an enormous burden on a company, which in the end will cost more in future sales and lost customers than what would have been saved in reducing support costs.