Avoiding a Customer-Hostile Ending Memory

Avoiding a Customer-Hostile Ending Memory

Colonoscopy is an apt metaphor for this blog, as you will soon learn.  It was that point when I was due the every-five-year medical invasion. The dreaded prep was simple, with little discomfort. The physician was charming, noticeably competent, and thorough in...
“…But It’s Not What I Want!”

“…But It’s Not What I Want!”

Sometimes you can find an inspiring graphic on Instagram. One that recently caught my eye was a photo of a young girl in tears. The line at the top of the photo said: “He asked this girl: ‘Are you Hindu, Christian, or Muslim?’” She answered: “I am hungry.” It made me...
Surprise Customers with Unexpected Passion

Surprise Customers with Unexpected Passion

You’ve seen the tee shirt. “Underestimate me. That’ll be fun.” It has a bit of a smart-alecky tone, like someone who has been around the block a few times and is proud to show off. But it also has a super confident, “I can’t wait to...
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...
Making Special Days Special, Not About Specials

Making Special Days Special, Not About Specials

I was walking through a large retail store today and they were taking down all the Independence Day paraphernalia to replace them with sales goods themed around Labor Day. It made me sad. I could not help but view it as a metaphor for our short-term, time’s up world...