Read the AmEx OpenForum article interviewing me on "4 Steps for Handling a Surge in Customer Complaints."
Grow Your Key Talent Blog
Presentation tip: Channeling Jerry Lewis
Jerry Lewis is known for his rubbery face, silly body language and odd voices. Why would a well-respected business presenter want to do anything like Jerry Lewis? After all, you have important ideas and information to impart. To be anything but serious would cast...
Addressing an influx of complaints
I was interviewed today by a reporter writing a story on what businesses should do when they have an influx of complaints. Here are my responses to her questions. What to do if you have a sudden increase in customer complaints? At the first sign of an influx, increase...
Do your policies punish your customers?
I love the Elephant Bar restaurant. They have yummy, fresh food for reasonable prices and cheerful, efficient servers. I love that they list the calorie count after each item. And I especially love their half-price appetizers during happy hour. So imagine our...
Retailer Shows Stellar Service Creates More Sales
I hate to shop. I'm an in-between size and find it difficult to find what looks good at a reasonable price. Years ago I discovered the services of department store personal shoppers. They don't cost anything for their services and aren't high pressure. In fact, I've...
Talking to Pretend Participants
With traditional stand-up training on the wane in 2010, I began to be more assertive in offering virtual training to my clients. Many took me up on it. As the year progressed I got better and better at them -- but, I learned recently, not perfect. A speakers bureau...
Be courageous when initiating negative conversations
Recently I received a flaming email from an acquaintance taking me to task for a perceived lack of judgment which he found egregious. I was dumfounded that he would take this route. There were two major reasons I was taken aback: He choose to communicate via email....
Speaking customer service reps’ language yields stellar results
You've seen plenty of articles on how customer service providers should adapt to their customers to provide better service. This is sage advice -- which I've given many times over the decades. But how about reversing the concept for when you're the customer? What can...
Watch webinar recording
I am thrilled to conduct the first webinar hosted by Gold Stars Speakers Bureau. We had a good discussion of how to develop your key talent, even when budgets are tight (or non-existent) for any training or development. Watch the session.