Disneyland puts on an extravaganza of lights, fireworks, characters, and special effects called ‘Fantasmic’ every evening.
... Read morePatrick Atkins is Senior Manager for Agency Training of a major insurance company. When people asked what he did for a living, he used to reply, ‘I sell life insurance’.
... Read moreHow far does your service go? And how much farther can you stretch it?
... Read moreWe meet people face-to-face, at counters, in meetings, in writing and over the phone. Often our moments of contact are brief, fragmented, and mere snapshots in the longer movie of their lives.
... Read moreThe most listened-to radio station in the world is WII-FM, which stands for ‘What’s In It For Me?’
... Read moreI am sometimes asked, ‘Where did you go to school and what did you study?’
... Read moreE.J. wrote from the Middle East:
... Read moreYears ago I used to focus on the worst members of the audience. The ones who crossed their arms and legs, never smiled, hardly said a word
... Read moreWhen you give better service, your customers will appreciate you more. But when you give lousy service, your customers can be a pain in the neck.
... Read moreThere are moments in life when someone says just a few magic words that become powerful beyond the speaker’s imagination.
... Read moreI enjoy high-end music systems in my home and office.
... Read moreMy daughter, Brighten, is adored, admired, praised, encouraged, loved…and perhaps a bit spoiled.
... Read moreHave you met service providers who are frustrated, tired or just burnt out?
... Read moreI was flying to the United States when an In-Flight Supervisor recognized me and came over to chat. We spoke about current challenges and
... Read moreThe Olympic Games are a global celebration of challenge, performance and achievement. Around the world, viewers thrill to see who
... Read moreCompanies invest millions to create, design, fine-tune, build, promote and extend their brands. Think Nike, Virgin, Versace, Raffles, Amazon.
... Read moreI like to (quickly) thank those who give me good service, and (gently) critique those who don’t.
Here’s an easy and effective way to do it.
... Read moreI stepped into the restroom of a large office building before a meeting. The paper towel dispenser had come unhinged and
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