For as much as I like Apple, I hold a certain disdain for their retail stores. I’m sure you have experienced the overcrowded, over heated, wall-to-wall people atmosphere inside an Apple Store. Like a meat market, you need to take a number to be served, then wait upwards of a half-hour or more to see [...]

On a weekly report I got this morning, the word “churn” came up several times. Sorry Paula Deen fans, we’re not making our own sweet cream butter here, we’re talking about “churn” as in loss of customers. In business it’s one of the seven words you never want to hear during the weekly meeting. What [...]

Utilities. Love ‘em or hate ‘em, we gotta have ‘em. Having a relationship with the cable, water, gas, telephone and electric companies is like being in a bad marriage that even a divorce can’t help. They all boast about awards they receive for customer service, but I have rarely witnessed any award-winning service from any [...]

With only a few hours left until the holiday shopping season shifts into high gear, I have to ask…. are you ready? No, I mean are you really ready? Here are some things that I thought of that maybe you haven’t in regards to getting your operation ready for the mad rush. Customer Service: Adjust [...]

Its original intent I’m sure was a good one. “Pick me up and tell someone this rest room needs a good cleaning” the sign suggests. But somewhere along the line someone decided that reporting a bathroom in need of servicing wasn’t important anymore: This photo was taken in the C terminal at the Newark Liberty [...]

When a pet passes on, it’s just like losing a member of your family.  I’ve gone through it many times already and am not looking forward to going through it again.  Animals share an incredible bond with their human companions and when they suddenly pass, you immediately notice that missing member of the family. Friday [...]

The year was 1993. I was 150 pounds lighter, 16 years younger and fresh out of college with a degree that doesn’t guarantee a big income. You see, I went to school for mass communications, and before I wasted those four years of my life spent hating my professors, I wish someone would have told [...]

Anyone who has done business with or worked with me knows that I take customer service very seriously. In business I don’t create policies that aren’t customer friendly and I don’t tolerate team members who don’t embrace my “above and beyond” philosophy for making a customer happy. I created the “above and beyond” concept of [...]