Talking to a customer is like being on stage
If you’ve spent any time talking to customers, you’ll know what I mean when I say that talking to a customer feels like being on stage. When you pick up the phone or walk into the room with a customer,…
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David vs. Goliath: How can you beat a giant who owns the market?
Be more like Amazon Fresh, and Less Like The Phone Company Becoming a verb for consumers is a sign that your company has made it. Google it. Just Uber It. When your company’s name becomes the shorthand for a great…
Do some customers deserve better service?
Which customer would you rather deal with: the one who tells you what’s wrong or the one who buys faithfully and then leaves without prior warning? While you might not see the warning signs of the customer who’s unhappy immediately,…
Try Reading Out Loud
Every night when I am home (which is most nights), after dinner we read as a family. This isn’t a new tradition – my wife and I have read to each other out loud on car trips for years even…
Customers are Always Right (Until They’re Not)
This post is part of the Startup Edition writing collaborative. Read more about this here. When you get a request from a customer, one of the following quotes just might come to mind: “The customer is always right” –Marshall Field…
There is always more work to do.
This post is part of the Startup Edition series on Enterpreneurship What’s on your To-Do List? Right now you have something else to do. Later today you will also have something else to do. And tomorrow you will have the…
Why “How You Sound” Matters to the Customer
How do you sound to the customer? Customers are engaging your brand in more than one channel and especially on their phones. That means that the same customer might be talking to you on email, on Twitter, via phone, or…
How to Scale Customer Service to Reach the Mass Market
When you serve your first customer, you get to spend as much time as possible to make that relationship right. When that first customer becomes one of many, you need a way to take that same energy and focus that…
Be right when someone asks.
This essay is written as part of the Startup Edition project – check out the other essays here. Think. When was the last time you were right? Absolutely, positively certain with no chance of being wrong. Now, think of the…
Fireflies are Magical
A small moment makes a vacation Last night we were on the road in Northeastern Pennsylvania and stopped for an ice cream Sundae on Sunday. It was a hot Summer evening and just about time for the sun to set.…
