"One chord is fine. Two chords is pushing it. Three chords and you're into jazz." ~ Lou Reed “FINE” Is an Open Door for Positively Outrageous Service® https://youtu.be/4ZhG41PsiJE "How are you doing?" "I'm Fine!" How often have you heard that! Business is all about relationships. Relationships are elevated or eroded by the experience one encounters. Most conversations on the phone, in a meeting, on a video conference call, start with the question: "How are you doing." … [Read more...]
Thank you. Thank you! Thank you!!!
Thank you. Thank you! Thank you!!! Thank you… I so appreciate you! We like to be thanked, don’t we? But there’s a big difference in being thanked through a text or an email or a simple handwritten thank you card? When was the last time you received a handwritten thank you card? How did that make you feel? Probably valued, precious … that person took the time to hand write a thank you card to appreciate you. When was the last time you did that for someone else? It makes a big … [Read more...]
Details Matter
It’s 2006, coming up to April, and it’s Dan’s birthday. Holly, his girlfriend wants to plan something special for their trip to New York. Holly Googles “most romantic restaurants in New York”. Out of the search results she selects “One if by Land, Two if by Sea”. She calls to book a table and to tell them this is a special occasion, her boyfriend’s birthday. The dinner is exquisite, the service remarkable: Stephen, the waiter is very attentive without being intrusive. It’s time for dessert. … [Read more...]
Listening with Love
Finding pants that truly fit is a colossal challenge for many women … they just don’t fit right! Women come in all shapes and sizes! One woman listened to this massive marketplace of dissatisfied women. Cricket Lee created and developed FitLogic®, a revolutionary sizing system that makes that Little Black Pant fit like it’s custom-made. Scientifically developed and tested over 15 years, Cricket threw out the playbook on how fashion is fabricated and flogged. Cricket’s system imparts women with a … [Read more...]
Do you Care or Are you Caring?
Do you have a program for customer care or do you care for your customers? There’s a difference! Do you care or are you caring? – Positively Outrageous Service is the Distinction! It really came to me during a hospital visit. For the first time in my life I was admitted to hospital for an illness – not something self-inflicted like a bike crash. It was a fascinating experience. I got there through a misfortune … I had an infection that was not properly diagnosed … [Read more...]
A Simple Touch So I Know Where I Am!
For the first time in my life, I spent twenty-two hours in a hospital. Some of the touch points were fantastic, some mediocre and some average. But what irritated me the most was the lack of communication. When you’re in an ER or actually admitted into a hospital, there’s a lot of uncertainty – especially when it’s an undiagnosed illness or infection. Communication is paramount. A week later I’m talking to my friend, Sandi, who spent some considerable time with their child at Texas Children’s … [Read more...]
Brief, Infrequent Encounters
‘The attention span of a gnat.’ That’s the way Millennials are often described. It’s a fair description…but only if you apply it to all of us… Boomers included. Why? Because short attention spans are not the result of a weird genetic mutation found only by autopsy of Millennials. Short attention spans are mostly the result of allowing technology to dominate nearly every aspect of our lives. Boomers are often portrayed as being slow to adopt new technology and new ideas while Millennials … [Read more...]