What Can I Do For You?

There is a “magic” question that will change how you encounter the world and how the world receives you. It goes like this: “What can I do for you?” This question should not be reserved for customer service associates and […]

This Is What Real Customer Service Looks Like

A couple of weeks ago I was speaking in Miami, and my clients put me up in the Trump National Doral Hotel. It’s a beautiful hotel, and the Trump brand is known for excellent customer service, so I expected to […]

Stop Thinking All About You

Organizations, especially large ones that’ve been around for a few years, over time begin to process things via whatever is easiest for the company. For example: it’s easier to have printable forms on a website rather than to spend the […]

Test Results From My Doctor’s Check Up

I was calling my doctor’s office the other day, trying to schedule an appointment. I only had a few minutes to make the call—I was headed into the office and I wanted to complete my call before my arrival. This […]

The Question All Successful People Ask

There is a “magic” question that will change how you encounter the world and how the world receives you. It goes like this: “What can I do for you?” This question should not be reserved for customer service associates and […]