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


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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Ep 14. In Defense of Stupid Questions

  • August 10, 2016

I was held at customs for about 30 minutes for being smart ass, I thought the customs agent and I were bonding over our respective jobs. Turns out I crossed the line, he didn’t find any humor in me asking him why he has to ask every traveller a set of stupid questions. File that […]

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Your call may be recorded for Comic Relief

  • June 26, 2016

Virtually every 1800# you dial has an ominous warning – “Your call may be recorded for quality purposes.”  Half of that statement is true – there are billions of interactions on servers around the world.     These calls are dissected and evaluated but they do little to improve customer outcomes. From what I can […]

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The Damn Millennials are ruining the Customer Experience

  • May 19, 2016

  One of my clients used to brag about his refusal to hire any more young people – his argument was “the damn millennials were too entitled.” He would constantly hold up his attrition over the last 5 years as proof.  It was personal for him, he was in online retail and his margins couldn’t handle that […]

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