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


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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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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