Guest Blogger

Are Your Service Processes Stupid?

  Today we’re featuring a post by our dear friend Chip R. Bell. Enjoy! —– I appreciate the political incorrectness of using such an uncouth word like “stupid.”  I could...

Gladys Recommends The Successful Mistake

Today’s video blog offers insight into those dreaded business mistakes you might make with customers or colleagues. It’s based on a great new book THE SUCCESSFUL MISTAKE: How 163 of The World’s...

Create Colorful Memory Bubbles

The last movie that starred Natalie Wood was the 1983 movie Brainstorm also starring Cliff Robertson and Christopher Walken. The gist of the movie was the creation of “the hat”–a...

A Shout Out to the Difference Makers

A Shout Out to the Difference Makers

Happy Holidays! As you celebrate, take a moment to notice the successes and challenges of 2014. Who was there to support your efforts? Now is the time to reach out...

One Employee Can Alienate a Customer and You Won’t Even Know It Happened

According to a study conducted by the Rockefeller Corporation of Pittsburgh, 68% of customers stop doing business with a company because of an attitude of indifference by an owner, manager or employee.

“MIS-TAKES” Are Opportunities!

How do you as a manager react when one of your employees makes a mistake? I have seen managers who yell, lecture, punish, threaten, and humiliate. After more than nine years working in customer service, I truly believe that most employees are trying to do their best and do not make mistakes on purpose.

When Customer Service Standards Are Missing

I like to go for a long walk on a Sunday afternoon. Yesterday I walked about five miles, all in all, and my journey took me past a large supermarket, so I thought I would pop in for a coffee and a lunchtime snack. It wasn’t a supermarket that I use regularly. It was one of a chain that has been reported as struggling in recent months.

Managing the Angry and Out-of-Control Customer

Some customers go beyond angry and become abusive. They might start the call in abusive mode, or might escalate to abusive from mere anger. Sometimes if you don't tell them what they want to hear, they become abusive. Abusive is defined as verbally threatening, using foul language, and emotionally out of control.

Expanding Your Business to International Markets? Consider Learning These Preferences First

Thinking of expanding your business to international markets? You can introduce your products and services to those living in another country by creating a strong online presence, but learning the culture in new markets can be a challenge.