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…

Referrals are how most things sell in the modern market. Traditional advertising and marketing only has a fraction of the impact that a one-to-one recommendation does, and, unfortunately, it’s the same for one-to-one…

A few years ago, my wife and I had our bathroom retiled. We hired someone to come in, design a tiling pattern, and to install it. The handyman showed up at our house,…

When I think over the companies that I truly respect, the ones that have deeply impressed me with their customer service, they generally are companies who have majorly messed up. It’s one thing…

It all happens in a matter of seconds. One minute, I’m a happy customer, calling in with a question. The next, I’m frustrated and annoyed, ready to ditch your service altogether. It goes…