A Simple Service Delivery Model

A customer’s perception of your service can be made or broken by how you handle a single request for help. And providing superior service isn’t hard. In fact, it’s a lot easier than providing poor service. The best thing about providing excellent service is that both parties win. While the customer receives the benefit of … Continue reading A Simple Service Delivery Model

We Will Be Right With You: Five Tips For Managing Customer Wait Times

Nobody likes waiting. But it seems we spend an inordinate amount of our time waiting for other people – people who are paid to serve - to turn their attention to us. According to the Bureau of Labor Statistics, we have good reason to be upset. Their latest data indicates that each of us will spend over three days each year … Continue reading We Will Be Right With You: Five Tips For Managing Customer Wait Times

The Art of the Do-Over

Now that the hustle and bustle of Christmas is over, attention turns to New Years. Across the globe, people are busy deciding where they will be and who they will be with as they count down the final minutes of the year and celebrate the arrival of 2015. For many, this also means making New … Continue reading The Art of the Do-Over

Lead Like Santa Claus

I was looking through some files this weekend and came across my notes from a webinar I attended a few years ago. It was entitled "The 10 Branding Secrets of Santa Claus." According to presenter Steve Miller, these very specific and deliberate actions provide Santa Claus with "uncopyable superiority." I love that term. As I … Continue reading Lead Like Santa Claus

Crashing Forward: How to Find Your Cloud’s Silver Lining

A few weeks ago, I shared a quote from T.E. Lawrence. He was famous for his world travels as an archeologist and a member of the British Army. He wrote extensively about his adventures, particularly his involvement in the Arab Revolt. After returning home from the Middle East, he delivered hundreds of lectures, sharing pictures … Continue reading Crashing Forward: How to Find Your Cloud’s Silver Lining

Lady Liberty – A Symbol of Teamwork

My wife and I recently returned from a weekend vacation in New York City. I've visited a couple of times before to attend conferences, so I really enjoyed this opportunity to see the city through the eyes of a tourist. We mapped out a few places we wanted to eat and some attractions we wanted to visit … Continue reading Lady Liberty – A Symbol of Teamwork

A Community of Service

On the eastern edge of Pennsylvania, about 15 minutes from the Delaware River and the state of New Jersey, lies the small town of Roseto. It was founded in the late 1800’s by Italian immigrants who settled to work in the local slate quarries. Roseto would go largely unnoticed until 1961, when a chance meeting … Continue reading A Community of Service

Doctor’s Orders

I recently read that 80% of U.S. adults do not meet federal recommendations for aerobic activity and muscle-strengthening exercise. In other words, they're out of shape. Sadly, I'm one of them. Now, before you get the wrong idea; I'm not a total couch potato. I spend a lot of time outdoors through my involvement with … Continue reading Doctor’s Orders

The Sacrifice of Service

Like many businesses across the United States, we are closed today in observance of Memorial Day. This holiday serves to commemorate the men and women who died while serving in our nation's armed forces. However you utilize this time off, please take a moment to pay your respects to those Americans who made the ultimate … Continue reading The Sacrifice of Service