October 9, 2019

Provide Unexpected Transparency & Guidance

Flip the script on the high pressures sales tactics and confusing documents than many companies provide! In today’s video, I talk about how you should earn your relationships with your customers by providing transparency and guidance.


September 10, 2019

Acknowledge the Customer: Set the Tone with Your Greeting

The opportunity here is to rethink and redesign your “hello” with a welcome, with eye contact when possible, and by calling customers by their name. This all sounds intuitive: we should warmly and personally naturally greet our customers. But the truth of the matter is that frequently, this is the exception rather than the rule. Learn more in today’s video.


September 4, 2019

Earn Positive Survey Results! Don’t Beg for Survey Scores

A less than perfect score is an opportunity to improve, not a failure in performance. Leaders, when you shift your attitude and how you pay people to embrace the gift of feedback, you will become a different kind of company. Learn why you must eliminate survey score begging in this video.


August 27, 2019

Why You Should Eliminate “No Mercy” Policies!

Hard and fast rules can sacrifice your customer relationships for the sake of small profits. Allow your employees to extend grace to your customers, show empathy, and provide understanding. Trusting your front line pays dividends by improving your brand’s relationships with its customers AND its employees.


August 20, 2019

Get Rid of Opportunistic Fees & Improve Customer Experience

When you think of only the short term gain and not the long-term loss of your customer’s business and their good word, your opportunity for growth depends heavily on customer acquisition and spending money to get in new customers because the ones you brought in last month have already left. Learn why it’s important to put a stop to opportunistic fees in today’s video.


July 30, 2019

Customer Respect: Are You Treating Women with Respect?

There are a few industries that have a hard time acknowledging women, even when they ask the question. If a man and woman are present in retail, the woman may ask the question, but the man gets answered. Many of these industries have something to do with cars, planes, and boats. In this video, I share the importance of treating your customers with respect, no matter who they are.


July 23, 2019

Why You Must Take the Monkey Off Your Customer’s Back

Companies put the monkey on customer’s backs and the result is service exhaustion. Customers are glad for the outcome received, but they don’t know if they have it in them to do it again. In this video, I talk about the importance of company’s recognizing these “monkeys on customers’ backs” and doing the work to remove them.


July 16, 2019

Show Patients You Care: A Case Study on Customer-Needs-Driven Design

Do you demonstrate that you care about the whole human being, not just the part that you deal with in your business? In this video, I share a case study from the healthcare industry that demonstrates how caring for your customers makes a difference to the bottom line of your business.


July 1, 2019

Avoid the Failure to Empathize: Take the Customer Seriously

Many customers experience anxiety when dealing with service people, and therefore, they avoid these transactions whenever possible. In today’s video, I share the simple ways we can address these fears through our company culture.