Category Archives: customer service

Haircuts, Hospitality and Humble Service

I was driving through North Carolina with a little extra time on my hands. As I left the freeway and started to take the less traveled rural routes, I told myself that if I passed a barber shop when I passed through one of the small towns that pop up between tobacco fields, I was going…

Serve More and Sell Less – A Lesson from The Golden Arches

As a child, I remember watching the numbers on the sign at McDonald’s change as they sold more hamburgers. Each year on the family vacation to Cape Cod, somewhere along I-80 in Pennsylvania or New York, we’d stop at The Golden Arches and marvel at the number preceding the word “million.” Now, the signs simply…

A Little Off the Top – A Tribute to My Barber

One of the keys to success in any sales-type of business is earning “Top of Mind Awareness.” When people are asked about a company, product or service provider, who is it that comes to mind? Who is the answer that comes to mind without having to Google, search online or scroll through the contact list on…

Back Where I Come From

49+ years ago I was born in Billings, Montana. I moved a few years later but have always been proud of my Big Sky roots. There is really no place on Earth that can compare to the part of our nation they call “God’s Country.” Today I write this post from the state where I…

Keurig Customer Service Delivers a Big Cup of Awesome

Monday Morning Match is a quick post – maybe a quote, inspirational story or idea – intended to spark some motivation inside each of you so your week gets off to a fantastic start on Monday morning. This might be a good post to read while you enjoy your morning coffee. Go ahead and grab a…

What Realtors Can Learn from The Pool Guy

 All week we’ve been sitting out back in our private backyard at our rental home in Naples, Florida enjoying the pool. The secluded backyard is lined with foliage and tall palm trees of differing varieties – some Sabal Palms, some Royal Palms and a few Foxtail Palms along with color from hibiscus and azalea plants….

If They Serve Burgers In Heaven…

You’re in a strange town. You really don’t know your way around and the last thing you want to do is drive miles away and end up settling for a McDonald’s or even worse…a gas station taquito and a Mike’s Hard Lemonade. In this case, I’m in North Dallas for an amazing event with the…

For Pete’s Sake – 40 Years of Service & Stories

I’m sitting at the Thurgood Marshall Airport in Baltimore (BWI) waiting for my flight to Denver. I just spent a few days here for a Mastermind Session with some fellow business professionals talking about everything from business planning to customer experience to personal development. On the way to the airport, one of my hosts, Doug…

A PSA About the TSA That Might Make Your Day

When it comes to great customer service or expedient social care, my guess is most people wouldn’t have the Transportation Safety Administration any on their list. Heck, they might not even be in the Top 100 companies, organizations or brands you would think of. Thanks to John on the social care team on Twitter (@AskTSA),…

The Power of Listening – An Example of Customer Service

I was in Miami last week at Coldwell Banker’s Gen Blue Experience – a gathering of 3000+ agents, brokers, owners and affiliates from around the globe. Late one night my roommate for the week and I ordered room service at the Ritz Carlton. When the guy brought me my food, I asked him if he…