Some service experiences are unforgettable, for better or for worse. Several years ago on a hot summer morning in July, I approached the front door to a southern Massachusetts moving franchise with a sense of optimism and a neatly folded reservation in hand. After all, my wife and I were only moving approximately 25 miles

There were stacks of paper sitting on my desk, just waiting to be thrown out. I kept thinking that maybe I would need one of them for a call, for reference, or for an in-person meeting. But, if I was going to be honest with myself, I could throw out everything on my desk and

Time to take the plunge and enter the arena of blogging!! Having moved to a new role in recent times, I find that one of the biggest challenges is that of new expectations. One of the many questions anyone faces when they take on a new customer service management role is, “How do I engage

Ok, I have a confession to make. While relatively new to Twitter, I’m slowly but surely becoming addicted. It’s a more powerful form of information gathering than I initially realized. So, what’s the point? I mention this because, without Twitter, I would have missed important, real-time takeaways on service excellence from a recent keynote speech