by wiadmin | Sep 7, 2021 | Customer Loyalty
Curb appeal. It is a fundamental tenet of residential real estate sales. And the concept applies way beyond the view from the curb to subtle detailed touches like a freshly baked apple pie in the kitchen. It is a recognition that a prospect’s antennae include...
by wiadmin | Sep 15, 2020 | Customer Loyalty
I was working with a client in Alexandria, VA. At lunch, I wanted a simple sample of Old Town cuisine and walked to a small diner a few blocks from the Kimpton Lorien Hotel where we were meeting. The staff was noticeably happy and eager to please. The food was...
by wiadmin | Aug 19, 2014 | Customer Loyalty
A Boston family adopted an Asian girl. No sooner had she arrived in the U.S. than the family learned she needed to have major surgery. The nine year old child––who spoke only Chinese and had life experiences limited to a small Chinese village and her trip to the...
by wiadmin | Jun 6, 2014 | Leadership
Someone once asked famed college football coach turned ESPN commentator Lou Holtz what he considered to be the toughest part of his job as a coach. With his typical “aw shucks” charm, he finessed the question but ultimately communicated that one of the hardest parts...
by wiadmin | Apr 25, 2014 | Customer Loyalty
Nature offers so many metaphors for innovative service. I was doing a keynote in Scottsdale and elected to go a couple of days early and stay at The Boulders in Carefree. Armed with my cell phone and laptop, I sat on the patio next to a gorgeous lawn and duck pond. ...
