Everybody wants to be a hero! We all want to be the shining star that our family, friends, peers, industry, and customers look up to! However, to be that hero, a business leader must take a counterintuitive step backwards and become a supporting character. Our customers do not want to hire a hero, they want […]

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“That is not my problem.” If anyone in your business responds to a coworker or to a customer with “that is not my problem…”, your business is in serious trouble! These five words signal a dangerous situation where that employee is totally disengaged from the business and does not care about it, their coworkers, the […]

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What does customer service look like in your business? Do your employees care about your customers are they just “doing their job”? It is critical for your business survival and growth that your employees truly care for your customers rather than treat them like just another generic transaction.  A customer service mindset must be purposefully […]

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It doesn’t matter whether you are in product manufacturing, internet marketing, engineering, retail sales, wholesales, real estate, auto repair, equipment rental, construction, or any other business . . . if you do not focus on empowering your customers and providing value to them, your business will flounder at best and most likely fail. This is […]

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I was traveling recently on an extended business trip with stops in Los Angeles, Corpus Christi and Mexico City. I experienced some excellent customer service during this trip from National and from Marriott and some “not so good” customer service at another hotel brand. During my stop in LA, I mistakenly left a fairly valuable piece […]

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