My wife called a party supply store yesterday that she’s done quite a bit of business with over the past 15 years and has also referred many customers to as well. She asked an employee if they had a particular
Read more →Proactive people recognize possible issues or complaints, own the issue/complaint and solve the issue. Reactive people wait for the complaint, pass it along to the next employee as quickly as possible or just kick the can down the road and
Read more →We came across an odd article the other day about Wal-Mart in China recalling donkey meat that was tainted with fox meat. Our first thought was, “who eats donkey meat?”. But then again, when in China… Regardless, it got us
Read more →A bank employee received a call the other day and thought it was a mystery shopper. Turns out it wasn’t! The caller came to her branch and opened a new checking account. No surprise here because this employees is consistently
Read more →My wife called our bank at 9am the other morning and no one answered the phone. She called back a little later and someone answered after the 15th ring. This is not uncommon when calling this bank. Once she reached
Read more →Here’s a phrase to always keep in mind… “Don’t expect what you’re not giving.” It’s probably not the most popular phrase or widely accepted phrase in the entitlement culture we live in today, but it’s very accurate. Typically, most people expect
Read more →Striving for remarkable. Getting better every day. Always doing more. These are all mottos of the best employees, the actively engaged employees, the successful employees. What’s the opposite of this? A Bottom Feeder. A Bottom Feeder is typically in the
Read more →There’s an interesting show on the History Channel called Gangland. The show visits different cities and gives the viewer an inside look into the activities of notorious gangs in those areas. What I find interesting is the culture of these
Read more →Most serious businesses and business people work by appointment. Need to see an attorney? You better have an appointment. Need a massage? Make an appointment. Have a toothache? Take a tylenol and call for an appointment. And then you have
Read more →We hear comments all the time from bankers that “we love our customers” or “we care” or “we give great service”. But what do you really think of your customers? Your actions often tell the real story. We’ve written a
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