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 wasn’t found by days end. Most of the time, customer service can be found in… Read More »Eight Simple Rules to Awesome Customer Service
I had a sixteen day stretch rolling into this month where I was either teaching or traveling to teach 15 of those days. That’s nothing new for October, in fact, it is one of the busiest months in a normal year. This year, however, that stretch was tougher. AND, I let it get to me. I love to teach. I have since that first day at the Middle School on… Read More »It Gets To You, If You Let It…
Long ago, when he was a relatively new runner, I ran an easy 12 miles with my step son-in-law (is that a real thing?), Brian. It was his first double digit run and actually his first longer than eight miles. His job was to run. My job was to make sure he made it and did so comfortably enough to be chomping at the bit for the next one. I’ll… Read More »What Are Your Basics?
June 30th has come and gone. Half of the year has transpired. So tell me (or someone else or just yourself), how’s it going? Are you on schedule to have the kind of year you planned? Business working? Family? Recreational activities? Other things? I don’t believe in New Years resolutions. To me, any day is a good day to set goals and strive to get better. I do know, however,… Read More »Halftime of a WEIRD Year
Eventually, we’ll open up. Eventually, we will have real LIVE students in a real LIVE classroom. The Post-Corona classroom may be different, but many things will not change. Below, we’ll examine both. The three biggest challenges facing every class (at least from the student perspective) are: money, relevance and time. Income is down, budgets are tight and I (the student) am swamped. So in order for a student to want… Read More »The Post Corona Classroom
I was listening to the Morning Shakeout Podcast with Mario Fraioli and he used a phrase that I really liked: He used the words, “pandemic of possibility.” It’s given that while this thing we’ve been going through has been horrific in so many ways, it has also been a tremendous opportunity for reflection; of self and how we navigate our relationships with others, as well as an opportunity for growth
Having a tough time in Corona world? Someone once said, when the goin’ gets tough the tough get goin’. A fabulous sentiment, by the way, but how does that actually work in the world of sales? Well, it works best when you and your business are grounded in the basics. We all have it in us to reach back and rely on our basics to achieve when troubles arrive. Maybe… Read More »Daily RICHual #96: When the Going Gets Tough, Back to Basics
I just heard an amazing analogy on a Gary Vaynerchuk podcast. Alex Rodriguez was discussing how his businesses were dealing with the Corona Virus situation and he likened it to a rain delay in a baseball game. He said his manager, Joe Torre, used to say that some guys went back into the clubhouse, had a burger or two, took a nap. Others hit the batting cage, got on the… Read More »Daily RICHual #94: Rain Delay
While adding some updated information to a Zoom class I’m doing tomorrow on video marketing, I found 7 interesting statistics: •In 2019 85% of all internet users watched video •They spend 88% more time on a website with video •Internet users spent 6:48 hours watching videos per week •Mobile video consumption is still rising over 100% per year •1 billion hours of video is consumed each day on YouTube •Video… Read More »Daily RICHual #87: Video Marketing Still Rocks!
If you asked my sons what they learned from me growing up they would tell you TWO things: The 1st was to Be aware. If one of the boys was reaching across the table and knocked over their milk, no one was angry about the milk. The lesson was that next time, you should be aware of your surroundings. Headspace fonder, and former Buddhist monk Andy Puddicombe had a teacher… Read More »Daily RICHual #85: Lessons to my Sons