Quote of the Week: The customer is always right?
The customer is always right? What about when the customer yells and screams, leaving the company rep in tears? We just couldn’t live by that anymore.
Read moreQuote of the Week: It’s not our fault!
When I am Cathy Customer and I pay for something, I do NOT care whose fault it is. I just want to get whatever it is I paid for. Is that how you feel?
Read moreAction Action We Want Action
Action shows concern. Action shows you care. Action shows that you appreciate this customer, sincerely regret disappointing him and want him to continue doing business with you. It shows that you are committed to avoiding the mistake in the future, but that if by any chance you do make a mistake in the future…you will fix it.
Read moreQuote of the Week: On Mistakes & Discovery
Many of us say we want to learn from mistakes and that we want those around us to do the same. But few of us really do more than surface learning. And many of them (those around us) quickly learn that the best thing to do with mistakes is cover them up.
Read moreQuote of the Week: What’s the next step?
Our quote of the week is a question frequently asked by all take-charge-make-it-happen leaders.
Read moreThe power of inaction
Inaction breeds doubt and fear. Action breeds confidence and courage
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