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 […]
September 2020
YOUR HEALTH Health is a moving target, especially as we age. Our bodies are constantly changing and adapting to what we do, don’t do, and our environment. Add to the mix my history of Lyme disease, and I am discovering just how altered my body became as a result of that bacterial infection. Even though […]
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 […]
Seller Beware
Like many, I am grateful for the technology to conduct business, hold meetings, and purchase products virtually and online. However, let us not forget it is just one channel in business commerce. I understand that COVID-19 has forced many businesses to pivot for survival, but I caution some businesses regarding putting all their eggs in […]
How We Communicate with Customers Matters
Life is Risk
If you got out of your bed today, you incurred risk. You could have tripped and fell or bumped into a wall. While eating your breakfast, you could have bit your tongue or choked to death. During your shower, you could have burned your eyes with soap or slipped on the tile floor, cracking your […]
Follow the Money or the Motive
Why We Still Need In-person Activities
Right now, we are in uncharted territory with COVID-19. One thing I know for sure, we are designed for connection and not made to isolate. We are already seeing the psychological and mental ramifications of shelter in place, and the numbers are staggering for divorce, depression, and suicide. We must move toward interacting with one […]
Negotiate for the Win-Win
I would like to first apologize for all the misleading guidance out in the world telling you to “take no prisoners” and go for the “kill” when negotiating. Advice such as this couldn’t be further from the truth, unless of course you don’t want long-term relationships, future business and a viable company. Negotiating is like […]
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 […]
