Tag Archives: customers

01 Aug
If the employees who answer your company’s phone can’t help, don’t let them pretend that they can.

Seth Godin recently delineated 6 rules for treating inbound customer calls with respect. It’s delightful reading, especially his idea to “have a bright red light flash on the CEO’s desk whenever anyone, anywhere, is on hold for more than 5 minutes. If it gets to seven, have the call automatically route

11 Jun
Ethos. Logos. Pathos.

Last weekend my son graduated from Loyola Law, and the keynote speaker reminded us of Aristotle’s directive to influence the listener when making an argument. Ethos, Logos, Pathos, the speaker repeated. In contemporary language: credibility, logic and motivation. As I listened to his challenge to his audience, I thought, Isn’t this a wonderful credo for

11 Oct
Which 12 Hour Shift Do You Want?

My cousin, who had worked hard his entire life, used to say that to be successful you just have to work a half-day every day; just pick whichever 12 hour shift you want. I use this phrase a lot when I speak about entrepreneurship and what it really takes to make your business a success and

11 Sep
Think like your customers.

Most companies I know would love to be the “Nordstrom” of their industry. Everybody knows what that means. But many only have an inkling of the principles behind Nordstrom’s phenomenal customer service. I had my own experience with their legendary service just two weeks ago. While trying on a dress, sixty dollars cash slipped out


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