> Last week, I spent alot of time on the phone with different companies. The reasons varied from looking for a dryer repairman to requesting new bids on my healthcare insurance.  What I discovered is that I HATE to be transferred!  Why? Because inevitably I was either dropped before I got to someone, was sent to [...]

> If you have ever been a landlord for a rental unit, you probably worried at some point or other about how well the tenants would take care of your property. The premise is that if we are not the owner, we won’t care as much and therefore we won’t use the same precaution and [...]

> As I look around this week at the extra traffic on the road, I realize schools started up and the school buses are back on the road. This week, I also have received a couple requests from companies asking me to come in and do “Courtesy” training for their employees. This leads me to [...]

> Many businesses work so hard to attract customers.  In fact, studies show, the marketing and advertising costs for a new customer is 5 to 7 times more than the cost of retaining an old  customer. Yet, most businesses don’t take care of their customers once they get them, they fall through the cracks and don’t come [...]

> TRUST is a huge factor in building loyal customer relationships.  What does it take to create Trust?  A simple acronym you can use to assess the level of trust between your business and customers: T – TRUTHFUL:  Are we honest in the information we share with our customers?  Do we act with integrity even [...]

> Spirit Airlines CEO  suggested the idea of charging passengers to receive customer service from its airport employees (see Orlando Sentinel).  While I know Spirit tends to have lower fares than most value airlines, I personally, don’t like the feeling of being nickeled and dimed.  At a time when most businesses are looking to attract [...]

>So many choices, yet why do I keep going back to the same businesses I always do? Because I know they can deliver what they promised and they make me feel good about my choice. I am willing to rave about those businesses and have from time to time in my social media and personal interactions, [...]