> Two weeks ago, my house was hit by a small twister that ripped the roof off the back half of the house. I have lived in Florida all my life through hurricanes, thunderstorms, lightning strikes, and never really had much damage to deal with; now guess it was my turn. For years, my husband [...]

> I have a fan in my master bedroom that came with the house when we bought it 10 years ago.  Over the years, it has stopped working a couple of times and in each instance, I have called Henry’s Electric company.  Scott Henry, the son’s owner, has always made me feel that this fan [...]

>He had to do it.  He just had to.  There was no way to avoid it.  He (my air conditioning technician) had to tell me (his customer) that my a/c unit was history.  The compressor was locked and after 14 years needed to be replaced.  While the news was not pleasant nor what I wanted [...]

> Have you ever gotten off the phone with an operator of a cable company and said “Wow”! Well, that just happened to me. I had a situation that I wanted to discuss and dreading the phone lines and wait, I was pleasantly surprised when I quickly got right into a human. His name was [...]

>Philip Crosby believed in the power of “Thank You”.  And so he created Thanksgiving Week at Philip Crosby Associates and it was celebrated in April.  Why April? it was something to look forward to between all the holidays and was tied into a recognition event called the Thanksgiving Ball that was held every year for employees. Thanksgiving [...]

> Last week was the week for service repairs at the Yanovitch home. Doesn’t it seem when one thing goes, everything starts to go? I know you all know what it’s like to have service people come into your home. You know who I mean…the guys to take care of the air conditioner, the plumbing, [...]

> 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 [...]

> I am very pleased to have this special guest blog from Darion Miller at The Service Coach. Generation Y or referred to as the Millennial Generation, Generation Next, or Echo Boomers is probably the most misunderstood generation classification; made up of 60 million Americans born between 1982 and 1995. Being a “Generation Y’er” myself I [...]