Setting the Stage for Success

Setting the Stage for Success

Greater Fort Wayne Business Weekly – March 2014 My wife and I once visited a winery where the tour guide met with us and told us what to expect along the tour—what things to look for and what we might get to see along the way. He also gave us a high-level description...
Moving Beyond Bad

Moving Beyond Bad

When something bad happens, the subsequent interactions you have when trying to resolve that “bad thing” can either make it a not-so-bad-experience or an even worse one. Your basement floods. Someone smashes into your car in a parking lot and doesn’t leave a note....
Customer loyalty must be a focus

Customer loyalty must be a focus

With an ever increasing number of choices available to us these days, holding on to loyal customers is more challenging than ever. That doesn’t mean it’s impossible to build loyalty. It does mean that companies must try harder to deliver a customer experience that...
Super-please to win customers for life

Super-please to win customers for life

I was talking with someone the other day who’d gone to a walk-in clinic because she was sick. She got some medicine from the doctor and was feeling better. But that wasn’t the amazing part. She said someone from the clinic called her the next day to see how she was...
Service is the new sales

Service is the new sales

The sales department has traditionally been upheld as the most important player in a successful organization. They’re the ones bringing in the money, so it makes sense, right? But as the world gets smaller, competition increases and technology advances, the service...