An Enthusiastic Customer Is A Return Customer

It’s nice to have “satisfied” customers, but it’s the “enthusiastic” customers that really count. When customer service employees are asked if they provide good service, almost everyone says “yes.” Almost no one says, “No, I’m really lousy at customer service.” That raises a question. If everyone in the country thinks they provide good customer service, then why are customer satisfaction …

It's Better To Look Stupid Than To Be Stupid

Asking stupid questions is always better than correcting stupid mistakes. I spent fifteen years as a university professor, and I’ve spent the last fifteen years as a professional speaker in several hundred organizations. One thing I’ve noticed in both environments is people’s reluctance to ask questions. No one wants to give the impression of not knowing something. That’s sad, but …