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...
Stop Stepping Over Dollars

Stop Stepping Over Dollars

One of the most famous automobile dealerships in the world is Sewell Village Cadillac in Dallas, Texas. After calculating the lifetime value of a loyal buyer, owner Carl Sewell, author of Customers for Life, said, “If the typical happy customer spends over...
Make your customers’ experiences an adventurE

Make your customers’ experiences an adventurE

I have a confession. I almost always go for the “off the beaten path” choice. Tried and true is typically trumped by “I’ve never had that before.”  So, you can imagine my reaction when the waiter seated us and handed us the breakfast menu with the announcement:...
Make Customers Think You Are Clairvoyant

Make Customers Think You Are Clairvoyant

A friend of mine has been in the market for a new house. With the seller’s market in full swing, he sold his house faster than he thought and was forced to put his stuff in storage and move into temporary quarters. This week, he raved about a house he saw that...