Past ezines

Here are samples of past ezines:

Spring 2016

Articles include:

Get Your Requests Granted More Often
Lessons From Embracing My Inner Mermaid
Conversational Drifters
Are You Fishing in a Bathtub?
Successful Charity Trip and Leadership Boot Camp in the Philippines
New Project Case Studies Available
A Personal Note

Fall 2015

Articles include:

Do You Want to Improve Customer Sat Scores?
Re-engineering the Customer Experience
Do You Know How You Stack Up Against the Competition?
Manager Unclear on Concept of “Customer Experience”
Two Tales at a Sale
A Unique Holiday Gift
A Personal Note

Summer 2015

Articles include:

Do You Jump or Take the Stairs?
Using Activities to Spawn Insights
Sewing Up Customer Loyalty
Why Would You Deny Your Customers Comfort?
Try Vs Make a Decision
If You Have the Capability to Delight Your Customers, Why Wouldn’t You?
Surprise Your Customers with a Wow Experience
Are Your Customers Waiting Needlessly?
The Gift of Water

Winter 2015

Articles include:

Would You Still Love Your Work After 60 Years?
Good Service Example from a Bangkok Cabbie
An Inspiring Story of Sacrifice and Hope
Unforeseen Benefit of a Chore
Rotary of Bangkok Fund-Raising Seminar
Lessons from New Year’s Eve in Bangkok
A Smile Can Yield Unexpected Kindness

Fall 2014

Articles include:

What’s Your Perfect World?
Are You Unknowingly Insulting Others?
Ways to Further Infuriate an Upset Customer
Holiday Gift Idea
Are You Giving Lip Service to Great Service at Customer Events?
Why Do We Put Up with Bad Service?

Summer 2014

Articles include:

Lesson From A Proud Vendor
The Theater of AT&T
When You Need to Give a Hug
What Sayings Are Holding You Back?

Spring 2014

Articles include:

Have You Taken a Bubble Break Lately?
The Longing for Connection
Do Your Client Gifts Go Awry?
Hospitality Lessons Learned from an Unusual Source
Do You Allow Customers to Have it Their Way?
Young Philanthropist is an Exemplar
When a Deal Isn’t
How’s Your Follow Through?
A Super Star Septuagenarian

Winter 2014

Articles include:

Been Inspired Lately?
Are You Being Helpful – Or Hurtful?
How Long Will You Tolerate Dysfunctional Behavior?
Travel Angels Redux
Do You Create Your Own Stress?

Nov/Dec 2013

Articles include:

The Benefits of Intentional Chaos
Spinach in Your Teeth
Is Your Self-Reliance Dooming You?
Sweating the Small Stuff
Intriguing is Good. Confusion Isn’t.

Sept/Oct 2013

Articles include:

Ensure Your Customers Want to Kiss You, Not Curse You
Common Sense is Hard to Learn
Improving Your Organization’s Reputation
Getting While Giving

May/June 2013

Articles include:

How to Get Exemplary Service
Trying to Be the Smartest in the Room Shows You’re Not
Get Free Copy of Best Practices White Paper
Simple Gestures Can Make a Customer Go “Wow”
DiSC Product Prices Going Up July 1
Small Kindnesses Create Customer Loyalty
A Personal Note

March/April 2013

Articles include:

Don’t Focus on Reaching Your Goals
The Obliviousness Epidemic
The Honesty Continuum
Don’t Irritate Your Customers

January/February 2013

Articles include:

Huge Customer Service for Giant Apple
How Well Do You Anticipate Your Customers’ Needs?
Are Your Staff Doing Your Customers a Disservice?
You Think You Have Some Tough Customers?

November/December 2012

Articles include:

You May Have More Influence Than You Think
Are Your People Ambassadors for Your Company?
A Cup of Coffee Can Last 40 Years
Advanced Customer Service Webinar Series Nov. 16-Dec. 14
Special Sale on Inscape Facilitator’s Kits
In Forbes.com article
I’m Returning to SE Asia and Maybe Australia and So. Africa

September/October 2012

Articles include:

Are You New to Insights and Information?
What Are Your Favorite English Words?
Commonly Asked Questions on Growing Your Key Talent
Download My New 1-Sheet
Watch the Webinar Replay
Set Your Company Apart at Halloween
Special Sale on Inscape Facilitator’s Kits
Sept. 18 Webinar: Making Money In Your Jammies

July/August 2012

Articles include:

Does Your Service Staff Have an “Easy” Button?
When You Want to Communicate, You’ll Find a Way
Are You Accusatory?
Are You Resigned to the Status Quo?
Everyday Lagniappe
Are You Doing the Best You Can?
Cambodian Uber-Service Star
Are Your Staff Losing You Revenue?
I’m Returning to Turkey, SE Asia and Maybe Australia!

May/June 2012

Articles include:

The Hierarchy of Politeness
The Curse of Creativity
Who is the Customer Experience Manager for Your Customers?
Customer Service Lessons from a Cambodian Tuk-Tuk Driver
Are You Joyful at Work?
Are You Delighted by Simple Things?
Interviewed on Business Innovators Show

March/April 2012

Articles include:

What Needs More Rigor in Your Life?
Do You Keep Your Customers in the Loop?
My Article About Bali Orphanage Won!
Spring SE Asia Tour
Webinar Recording Available
Listen to Radio Interview
Let’s Connect on LinkedIn

Jan/Feb 2012

Articles include:

8 Lessons Learned from a Bali Orphanage
Against Stereotype
Spring SE Asia Tour
PayPal Paragon of Service
Get Early-Bird Price on Thought Leadership Symposium for Women
Article in Shanghai Railway

Nov/Dec 2011

Articles include:

New Presentation: “Authentic Leadership Presence: Benefiting From Strategic Authenticity”
Join me in Singapore Nov. 18!
Are You Squelching Your Staff’s Creativity?
Do You Make it Count?
Your Behavior with Friends May Influence Your Career
Do You Protest Progress?
The Cost of Not Listening
Wells Fargo’s Odd Process

Sept/Oct 2011

Articles include:

Give Your Staff Your Opportunity to Shine
Do You Hide Promotions from Your Customers?
Terrific Tami
“Grow a pair”
“I wish you’d said something earlier”    

July/August 2011

Articles include:

Do You Have This Affliction?
Sign of Troubled Times
Candor with Kindness
How Small Businesses Can Profit from Blogging
Is Your Staff’s Ignorance Hurting Your Sales?
EasyJet Isn’t Easy
New Home-Study Course and Webinar on Making Money In Your Jammies

May/June 2011

Articles include:

Redbox Customer Service is Golden
Do You Finesse – Or Just Frustrate?
What Do You Consider “Above and Beyond” Service?
Federal Government’s Customer Service – Oxymoron?
“You Are Being Rude!”
Listen to My Interview on “Monetizing Your Knowledge”

March/April 2011

Articles include:

Presentation Tip: Channeling Jerry Lewis
Addressing an Influx of Complaints
Quoted in Amex OpenForum Article
Do Your Policies Punish Your Customers?
Do You Have European Colleagues?
Would You Like to Make Money in Your Jammies?

January/February 2011

Articles include:

Watch Webinar Recording
Retailer Shows Stellar Service Creates More Sales
Talking to Pretend Participants
Be Courageous When Initiating Negative Conversations
Speaking Customer Service Reps’ Language Yields Great Results
Are You Measuring the Wrong Things
Creating Disengagement

November/December 2010

Articles include:

Join Me for a Free Webinar
The Kindness of Strangers
Management Lessons from a Shepherd
Service Breakdown Caused by One Hand Not Knowing What the Other is Doing

September/October 2010

Articles include:

Join Me for Free Webinars
Presenters: Be Both Earth-Friendly and Audience-Friendly
Are Your Reps Sharing Important Details?
When Should Extra Charges be Disclosed?
Do You Expect Your Customers to Know Your Processes?
Two Free Personal 360 Reports for Leaders Still Available
Avoid Creating Disappointed Customers
Would You Like to Make Money in Your Jammies?

July/August 2010

Articles include:

Get Your Free $650 personal 360 Report for Leaders
What Makes Gayle’s Bakery Always Have a Line of Happy Customers?
Do You Allow Obtuse, Stubborn Staff to Wreck Havoc?
Watch the Webinar Recording
When Is It Bad News That the Economy is Picking Up?
“I Have the Best Job in the World”
Are You in Love With Your Slides?
Featured in New Magazine
Appointment to the Global Speakers Federation Board!

May/June 2010

Articles include:

Workshifting Trends from a 20-Year Veteran
Join Me for a Free Webinar June 10
Magic Yellow Cards
How Full is Your Bank of Grace?
New Dates for the “Get It Done Program”

March/April 2010

Articles include:

Top 10 Blogger Award
Customer Service Delight Exemplars
Could You Use Adult Supervision?
Ending Your Presentation on Time Shows Professionalism and Respect
New Dates for the “Get It Done Program”
Customer Service Bullies
New Edition of Calming Upset Customers Released

January/February 2010

Articles include:

New “Get It Done Program”
Resetting Your Default
Are You Giving Your Future to Others?
Balancing Friendliness with Efficiency
Learning More Than You Teach
Are Your Coupons and Sales Backfiring?
At Work Are You More Like a Chorus Line Dancer or a Soloist?

November/December 2009

Articles include:

New Books Now Available in Printed Version
Fresh Look to Web Site
The Surly Stylist
Door-to-Trunk Service
Waste Pick Up Mix Up
New Inscape Publishing Product Catalog
Housekeeping Asleep at the Wheel?
Bad News in the Newspaper Service Department

August/September 2009

Articles include:

Being a Conscious Conversationalist
Fabulous Service from AT&T
Apple’s Unique Take on Tech Support
Sensitive Service from Prudential
Patience Shows Exemplary Service
Do You Honor What Your Employees’ Promise?
Lightning Source Lightens My Load
Are Your Processes Designed for Your Staff’s Convenience or Your Customers’?
How Do You Celebrate Those Who’ve Made You Successful?
Help Your Staff Shine

June/July 2009

Articles include:

Brunei Bank Managers Are Stars!
Special Pricing for You on Our Newest Books
Outstanding Service at Brunei’s Empire Hotel
Singaporeans Hungry to Enliven Training
Buca di Beppo Service Goes Blop!
Charming Hospitality at Rustic Resort
Free White Paper

March/April 2009

Articles include:

Sales Skills for Non-Sales Staff
Is Training Punishment for Your People?
Effective Customer Complaint Management
Do Your Staff Follow Through on Your Advertisements’ Promise of Superior Service?
Service Secrets from the World’s Most Luxurious Hotel

Jan./Feb. 2009

Articles include:

Bike Shop Spins Customer Loyalty
Management Makes Right Decision
Customs Officers Should Learn the Custom of Respect
How to Keep Developing Your Key Talent Even When Budgets Are Slashed
Impressions from Dubai

Sept./Oct. 2008

Articles include:

Amara Hotel Exemplifies Superior Service
New Just-in-Time Online Learning Resource
Singapore Airlines Again Shows Stellar Service
How Do You Show Your Customers Your Trust?
Do Your Staff Understand Your Customers’ Experience?
Are Your Staff Heading Off Customer Upsets?
Southeast Asian Images

May/June 2008

Articles include:

What’s Your Definition of Above-And-Beyond Service
13 Ways to Get More Done at Work
How Do Your People React to Dissatisfied Customers?
What Do Malaysians And North Americans Have in Common?
Bully Free At Work: Surprising Facts You Need To Know About Workplace Bullying
Listen to Rebecca Being Interviewed

February/March 2008

Articles include:

Customer Service and Sales Observations from India and Singapore
Sales Techniques Learned from Indian Shopkeepers
Soaring Customer Service
Lessons from Asian Executives on Effective Complaint Handling
Could Your Organization Benefit from a Consideration Campaign?
Snapshots from India

Sept./Oct. 2007

Articles include:

How Can You Achieve Long-Term Results for Your Training Dollar?
What’s Your Approach to Department Training?
How Can You Provide Long-Term Development on a Budget?
8-Step Process for Creating a More Effective Workforce

July/Aug 2007

Articles include:

Focus on The Customer – Internal or External
Do Your Staff Make Any of These Mistakes with Customers?
How Can You Provide Strategic Customer Service to Internal Customers?
Get Ideas from These Case Studies
14 Tips for Calming Upset Customers

June 2007

Articles include:

Six Top Questions Leaders Ask About Developing Key Talent
$150 for Calming Upset Customers video
Phenomenal Blended eLearning Solution?

May 2007

Articles include:

Permission to Stay in Touch?
Announcing New Blog
Invitation for You