Eight Amazingly Simple Rules of Customer Service

Sometimes a great customer service story is focused on a grand gesture, an act that amazes the customer. A Nordstrom accepting the return of four tires from a dissatisfied man even though they don’t sell tires. A maid at the Ritz Carlton guaranteeing that the hotel would replace a guest’s missing laptop computer if it[…]

Military Relocation Professional Certification

I have been very excited for the release of this course since I completed the instructor training in May. Originally named Working With Military Buyers, the new name Military Relocation Professional Certification is an awesome upgrade (as well as an accurate description of the course). Any agent wanting to create a service oriented (pun intended) business[…]

What Fear?

I read that thirty-nine percent of people cite public speaking as their biggest fear. That’s number one; ahead of a terrorist attack, cancer, death… Yet there are still brave, odds-defying folk (myself included) who engage in this deadly practice for a living. Perhaps they (and I) possess incredible secrets of the trade known only to[…]