Nice Work! Well Done! Keep It Up!

I like to (quickly) thank those who give me good service, and (gently) critique those who don’t. Here’s an easy and effective way to do it...

Well Then, Who Do You Do It For?

Quick outbursts from employees often reveal the real mindset lurking behind a surface smile. Have you ever heard someone say...

Say the Magic Words

There are moments in life when someone says just a few magic words that become powerful beyond the speaker’s imagination. Perhaps this has happened to you. It has to me – twice.

The Motivating Power of Purpose

Providing great service to others can be hard work. Your customers may be upset, demanding, problematic - even mean. You need an uplifting purpose to keep you going, bring you up when times are hard and inspire you to keep on serving...

Creating Partnership Agreements

You can partner with customers, suppliers, even your competitors. Instead of competition, use co-opetition. Don't fight over the small pieces. Work together and make a ...

How to Pay a Powerful Compliment

Sincere compliments motivate, encourage and inspire. The next time you praise a deserving person or organization, create a compliment with positive power...

Make Things Easy for Your Customers

I have three complaints and three suggestions.

The Cheesecake of Tomorrow

At an elegant resort in Mauritius, the dessert menu was rather sparse. One customer asked the waiter for 'The Special Dessert of Today.'

If Not This Time - Perhaps Later

Ever worked hard on a proposal and not been awarded the contract? When it happens to me, I say 'Thank you.' My follow-up notes read like this:

Future Sales are Hiding in Service

At the Repair and Service Center of a well-known technology company, customers are invited to examine and try the latest computers while waiting to collect their current systems

100% is Not Enough - You Need 120%

I recently organized a service benchmarking visit to Singapore for 22 Korean sales and service trainers. In seven days we visited 23 leading organizations. A very busy week!

Leave This Place Better Than You Found It

I stepped into the restroom of a large office building before a meeting. The paper towel dispenser had come unhinged and fresh towels were scattered on the floor. Many were wet and had been stepped on by those who came before me.

Who Put Sand in the Grease

The world is racing towards seamless commerce and instant communications. Fast computers and networks provide the grease.

Please Drive Around Once Again

In Australia, Matt and two friends went to a fast-food drive-through for lunch. They wanted three separate orders as there were three in the car and no one had exact change.

Have You Learned to Savor the Victory

Making a living usually means generating an income, closing a sale or turning in a profit.