Encourage Your Associates to “Show Off”

Encourage Your Associates to “Show Off”

She had the entire line of the check-out counter completely mesmerized. It was as if she was using us as her test audience for a comedy try-out. And she was funny and entirely unleashed. Yet, she never slowed her rhythmic action on the grocery story register and...
Leading Amazing Harpers

Leading Amazing Harpers

As my niece, Julie was preparing her three-year-old, Harper, for bed, it came time for bedtime prayers. “What are you thankful for, Harper?” Julie asked her. Assertively and without a moment’s hesitation, Harper replied, “I’m thankful for...
Customer Service as Community

Customer Service as Community

Before my grandfather passed away at age eighty-six, I asked him how his era was different from mine. “Our day was harder,” he said, “but happier.” The “harder” part I had expected; the “happier” part surprised me. I asked him for his reason. Looking out across a...
What Are You Wearing for Halloween?

What Are You Wearing for Halloween?

It is a question I have asked my three granddaughters for years. Their imaginative answers often amuse me. But their responses gave me a peephole into their interests at the time. It is the type of question your customers ask every time they encounter you or your...
Give Your Customers “The Knife”

Give Your Customers “The Knife”

One of my favorite Halloween memories was decorating the annual giant pumpkin with my son when he was young. As a toddler, he was primarily an observer as he watched me sculpt the face of the pumpkin with a scrimp knife. However, his commitment to the pumpkin-carving...
Great Customer Service as Boat Carpet

Great Customer Service as Boat Carpet

We broke the bank when we bought out our current house and built a large indoor spa off the master bedroom. It is a godsend at the end of a hectic day. When our three granddaughters come for a visit, the spa becomes an aquatic playground. We keep snorkels on hand and...