Creating Moments of Magic

A moment of magic can bring an eternity of profit. One of my favorite speakers is Mike McKinley. I enjoy his humor, and I learn from his wisdom. As a high school kid, Mike had a small garbage business. Sometimes his father would drive him from house to house as Mike picked up the garbage. On one of those occasions, …

"Good" Is Not Good Enough

When the customer has lots of choices, you need to be better or different than the competition. Customers are exposed to thousands of sales messages every day. They’re exposed to e-mails, billboards, newspaper ads, radio spots, and television commercials. It seems like everyone is trying to grab the customer’s attention and hopefully his business. Because of the onslaught of messages, …

Learn Great Customer Service By Example

You must always deliver more in perceived value than you take in cash cost. As a former professor, I would occasionally give my students “True-False” quizzes. Let me give you one right now. “Businesses are built on satisfied customers.” True or false? Almost everyone says “True.” It only makes sense. However, the answer is “false.” A study by the Forum …