“So whatever you wish that others would do to you, do also to them.”

Be XXXX

Ever wonder how to improve your business overnight?

I’ll tell you.

It’s simple. But hard.

It requires day in, day out, consistent effort.

Perseverance. Intentionality.

What is it?

2 words.

6 letters.

Be.

Nice.

That’s it.

Be nice.

To everyone. All the time.

Watch how you talk. How […]

October 4th, 2017|Company Culture, Customer Service, Marketing|

Why Great Customer Service Automatically Makes You Better Than The Competition

When your customer service is exceptional…

Your website doesn’t have to be perfect. Your code doesn’t have to be flawless. Your user experience doesn’t have to make people dance for joy. Your packaging can be a tad […]

July 22nd, 2017|Customer Service, Marketing|

How Much is Your Website Really Worth?

I often tell people that your website is just another employee. It should be working for you. It should look professional. It should be friendly and considerate. And it should ultimately be creating more revenue for your organization.

Is […]

June 15th, 2017|Customer Service, Marketing, Web Design|

Honesty

Isn’t just the best policy. It’s the only policy. Once you lie, deceive, misinform, etc. – the trust is broken. And trust is something that takes quite a long time to earn, and only a split […]

May 13th, 2017|Company Culture, Customer Service, Marketing|

Do your users enjoy you?

Not, “do your users tolerate you?” But do they genuinely enjoy you?

Your services. Your employees. Your website. Your packaging. Your store. Your hold music. Your parking lot. Your emails. Your tone of voice. Your documentation…

If they don’t […]

May 8th, 2017|Customer Service, Marketing|

Love wins.

After seeing more images and videos of the man who was ripped off the United plane – ferociously and violently – the saddest thing is that the aviation police didn’t stop. They tried to remove […]

April 21st, 2017|Customer Service|

How do you show you care?

We just found out that our neighborhood grocery store offers something rather unique: Free grocery delivery for new moms, within the first 3 months after having their baby.

I don’t know any other grocer that does this. It may […]

November 15th, 2016|Customer Service, Marketing|

Are your people empowered to override your policies?

At our local grocery store, there’s a program where young children can get a free apple or banana on each visit. For each child you have, they give you a “kids credit card” with pictures of […]

August 23rd, 2016|Customer Service, Marketing|

People before profits

Put people before profits, and profits will come.
Put profits before people, and people will run.

The tricky thing about business is that in order to survive (and grow), you have to make a profit. You […]

July 26th, 2016|Customer Service, Marketing|

“Sorry, we don’t have red onions.”

We went to a pizza restaurant the other night and ordered red onions as one of our toppings. The server promptly replied, “Sorry, we don’t have red onions.”

This was quite baffling – because upon closer examination of the menu, this […]

July 17th, 2016|Customer Service, Marketing|