by Alan | May 30, 2006 | Communication skills, Customer Service, Leadership
The ‘rents came to town yesterday to keep the kids (The Boss & I will be taking some rare days off to celebrate our 3652nd day of marriage!). Coordinating ETA with mom via cell phone (which in itself is a bit of a miracle — my folks handling cell...
by Alan | Apr 18, 2006 | Communication skills, Customer Service, Delivery, Don't!
It’s a common tactic for presenters who want to appear more interactive, give their audiences a chance to warm up, and kill a bunch of time. The personal introductions. But they rarely work, and never work in large groups. A group of 50 tonite spent an hour...
by Alan | Apr 15, 2006 | Communication skills, Customer Service, Delivery, Sales
Found myself with a dying cell phone battery, a lost mobile charger, and three phone calls to make the other day. Began each conversation with something along the lines of “I’ve got thirty seconds of battery left, tell me ____”. In another...
by Alan | Apr 2, 2006 | Customer Service, Delivery
Just back from a few days off with the family. A rare vacation — no agenda, no places we HAD to go, nothing we HAD to do. Nice.Except for the desk clerk at the “award-winning, customer-driven, best-in-the-chain, excellence-is-our-standard” hotel we...
