Category: Business
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Changing your customer service culture to change your future profits
Read more: Changing your customer service culture to change your future profitsFocusing on the customer is easy to say, but harder than you’d think to pull off. It always sounds good in a conference room, during some management retreat or even on the plaque you place in the lobby of your company. But once you actually introduce the customer into the equation, it gets difficult.
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Connecting with customers through small talk
Read more: Connecting with customers through small talkThe art of small talk really is an art. I’ve always been blessed to be able to start a conversation with just about anyone. I think I am naturally curious, and that curiosity has helped me throughout my life. It is a skill that is hard to teach, though I believe it is possible. It…
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Connecting with your customers to build customer loyalty and profits
Read more: Connecting with your customers to build customer loyalty and profitsNo one enjoys a trip to the dentist, at least that I’m aware of and I am no different. But my trip this morning to the dentist was a very different experience than past visits, demonstrating a text book lesson in customer service.
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Bringing customer service back into focus for businesses
Read more: Bringing customer service back into focus for businessesThe shuttle bus was cruising along from the long term parking lot towards the airport. Everyone was excited to get going on a vacation to Florida and warmer weather. We had made the decision to park our cars at a nearby lot instead of on the airport property itself. It seemed like a no-brainer idea;…
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Rocking chair moments in my life a tribute to the amazing people I’ve worked with over the years
Read more: Rocking chair moments in my life a tribute to the amazing people I’ve worked with over the yearsA mentor and friend of mine referred to them as “rocking chair moments” during a training session nearly 20 years ago. At the time, at a beachfront hotel in Fort Lauderdale, I thought I knew exactly what he meant. Turns out, I was wrong.
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My decision to leave the newspaper industry but not turn my back on the local newspaper
Read more: My decision to leave the newspaper industry but not turn my back on the local newspaperThe first newspaper story I ever had published appeared in the middle school paper in the fall of 1979. Within three years, I received my first check for writing and working at a newspaper and that has continued up until now. Over the years I’ve worked at media outlets, radio stations and newspapers virtually my…
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Building your championship caliber workplace team starts with spring training everyday
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Read more: Building your championship caliber workplace team starts with spring training everydayThe first snow has fallen, and I’m well on my way on a count-down to spring training and the return to baseball season. That’s pretty typical for me, being a fan of baseball as well as a hater of cold Indiana winters. It’s especially true this winter, after watching my favorite team, the Boston Red…
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Shifting demographics still bring optimism to traditional media
Read more: Shifting demographics still bring optimism to traditional mediaA co-worker of mine asked me the other day if I’d heard about the tsunami that was about to hit. Normally our conversation is about popular music or sports, so his weather statement caught me a bit off guard. Then he forwarded me a recent post from InsiderRadio.com that brought things into perspective. His reference…
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A quick note of thanks to all my friends in media
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Read more: A quick note of thanks to all my friends in mediaI have been truly blessed. Luckily, I am smart enough to realize that, and that has been very evident to me in recent weeks. The older I get, the more I appreciate family. Having lost both my parents and my oldest brother, the family that remains remain very dear to me. Never would I have…
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Time for newspapers to start thinking like Veeck, as in Bill Veeck and become marketing disruptors
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Read more: Time for newspapers to start thinking like Veeck, as in Bill Veeck and become marketing disruptorsBill Veeck was a market disruptor. They didn’t actually call him that at the time. They called him crazy. Looking back now some 32 years after his death, you might hear him referred to as a genius. Veeck as in wreck is how people described him, and it also happens to be the title for…
