On August 18, 2012, the Little League World Series U.S. Championship game was played between teams from Goodlettsville, Tennessee and Petaluma, California. It was the bottom of the ninth inning, and Goodlettsville led by four runs. There were two outs and two men on base for Petaluma as their batter approached the plate. You could […]
A customer service expert tells a wonderful story about a “random act of wow” by a restaurant chain. She was extolling the virtues of this restaurant and the story was about, in her words, “how they treat their customers.” It seems that a young woman was sick and confined to her bed at home. On […]
There is great power in letting go. The understanding of this is the beginning of what can change your work and your life forever. If your life or your business isn’t working the way you believe it should be, it’s probably because you haven’t yet let go of something that’s in your way. Something in […]
I hear a lot today about how every business is really good, even great, at delivering on basic customer expectations. The idea is that, because you and your competition are all so good at the fundamentals, what you have to do is focus on “extras” in order to win and keep customers. Wow. Talk about […]
You’re over-thinking it. You’re banging your head against the wall trying to figure out how to “think outside the box” and come up with a “WOW Factor” that will differentiate you from your competition. “What can I do that’s really different and exotic that no one else is doing? Hmmmmm……” You want a WOW Factor? […]