YOUR HEALTH As you might know, my husband is a former commercial fisherman. He fished the Bering Seas of Alaska for 20 years, and he was one tough dude. He went days on end without sleep, and dealt with the pain of all sorts of injuries. He can attest, however, that a one-off injury is […]
YOUR HEALTH In my latest book, Defy Your Diagnosis, I outline some key principles for creating the kind of health you desire. The first step is to define what you want it to look like. This is simple yet difficult as we can get caught up in settling for what others tell us our health […]
Don’t Ignore the Silent Majority
This isn’t a blog about politics but one about the voice of your customer, and they are being drowned out by the minority voices. My degree is in marketing and much of my corporate career was spent in marketing. As I watch knee-jerk reactions of major corporations, I am dumb founded. Truly, I do not […]
Why You Need a Phantom Shopper
Caring Can Be Your Advantage
As a behavioral and communication expert, you’ve heard me mention it is how we go about things and how we say it that matters. Customer service is no different. In fact, I will go as far as to say how you treat your customers is more important than your product or service. Customers have options […]
What Your Customers Aren’t Telling You
What did you think about the newest, latest, greatest Facebook updates? To me, they made changes for change sake. At least this time, they gave me the option of keeping the old version instead of converting. Many people may have missed that and just accepted the new look whether they liked it or not. As […]
How We Communicate with Customers Matters
Show Your Customers You C.A.R.E.
At the foundation of everything I do is understanding human behavior. If I have said it once, I’ve said it a thousand times that one size does not fit all. Customer service is no exception. In fact, I dare to say that it is even more critical when dealing with your customer base. Everyone considers […]
Select Your Service Providers with Great Care
I have been without running water for almost a week now. American Home Shield gets a big, fat F for using lowsy contractors, poor communication, and zero customer service. AM/PM Plumbing out of Phoenix, AZ gets an F-. They assured us we would have water in a couple of days, but it has been […]
Don’t be a Victim!
I was grocery shopping the several weeks ago at Fry’s up in Anthem, Arizona. I had my purse in the cart right behind me. I turned to get something from the frozen cabinet and felt my cart pulled away. Out of the corner of my eye, I saw a person running away with my cart […]