Client-focused strategies to enhance revenues, drive new and repeat business, and delight your customers


Why You Can’t Trust Customers {Podcast Ep 23.}

  • June 12, 2017

It’s never been a better time to have opinions – especially if you are a customer, everyone wants your opinion. How do you feel about the delayed flight? How was your trip to the bathroom? Can you give us your best ideas on how to improve our clusterfuck of a product? On and on. Resources […]

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Customer Service is harder than Rocket Science – w Luke pt 1. {Podcast Ep 21.}

  • April 5, 2017

“There are all kinds of models that can predict how a Rocket will launch into orbit…there’s not a model that can predict how two human beings how have never met will interact” Resources Subscribe on ITunes to our podcast and please leave us a review Follow my guest Luke Anderson on LinkedIn Subscribe to the Newsletter  Buy a […]

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Ep 19: Stop blaming Training for your bad Customer Service

  • March 8, 2017

I have seen this movie play out my entire career – it never fails, a customer has a bad interaction with an overworked and under appreciated customer service representative. Instead of looking inward at the environment, the company starts by blaming the employee, and if that doesn’t stick, they move on to Training – the […]

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EP 17: They should have fired me

  • November 20, 2016

I hated my boss, I thought he was an a$$hole. I couldn’t afford to quit, I had an addiction to working electricity and a roof over my head. So I did next best thing, I left at exactly 5pm every day to register my protest. There are many things about those days working with him that […]

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