Here’s a question: Have you calculated what one customer’s worth over the course of her lifetime? Here’s another question: Do you include a line item for customer delight in your marketing …
It’s Okay to Brag
When I was starting out in the radio business I clearly remember my new boss bragging about me to one of the radio station clients. "This is our newest announcer who has just joined us, he's on the …
Are You Lying To Your Customers?
Me: "Excuse me, is your wifi working?" Waitress: "It should be. It's always on." Me: "Well, your network isn’t showing up on my phone." Waitress: "Oh, well, it's way over there so …
Three Secrets To Customer Service Success
A wise man once said, “Three is the number, and the number shall be three.” That wise man would have liked Laura Harbaugh. Harbaugh was one of the first people who piqued my attention when I …
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Friend for Life
My friend Sarah is a friend for life. This week, I have been under the weather. On Wednesday she texted: “I’m pulling out of my driveway with a hot pot of chicken broth.” She showed up minutes …
The Chrystal Service Award Goes To…
Recently, I wrote about asking how you treat your best customers, and while it’s still an extremely valid question (and a huge part of the reason for my visit to Calgary this week), I have another …
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