It took a minute because he was out of place, at least in my mind. After I sat down, I looked at the row of seats opposite mine in the airport gate area. There in front of me was Alex Trebek of Jeopardy fame. He had a slight warm smile as our eyes met. (I have since learned that he is worth about $45 million so he should be smiling. . . no?) I asked him. “May I ask you a question?” “Sure.” “Do you ever get tired of your celebrity? Are you happy with what you are doing?” Alex
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Archives for Great Customer Experiences
What YOUR Competition Does NOT Want YOU To Know About
It is called Sub Rosa. You need to be aware of this term. It could sneak up on you. Consider some recent news stories. · The recruiting of Sales and Marketing Executives has found new levels of attention and activity by Executive Head Hunters (Wall Street Journal) · Restaurant Sales are way up over last year (USA Today) · Victoria Secret’s new Miraculous Bra is expected to show great sales in 2010 signaling a time when women are ready to spend on themselves again. (NY Times) The economy is coming back (no surprise) and when that happens the focus
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They Squeak when you bite them.
It was an awards dinner and the table talk turned to what is unique about Canada. I was in Ottowa, where I was speaking to the Chamber of Commerce Executives of Canada. What a absolutely beautiful city. Cosmopolitan, very European in fee. Of course you put a bunch of Chamber of Commerce people together and the fun meter kicks up about 5 clicks. “We Canadians are a humble lot,” said one of my table mates. “We apologize for everything . . . sorry about that.” Now that is funny. Then another volunteered that Poutine is unique to Canada. What? Poutine.
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The 10 Commandments of How to Handle Angry Customers
The 10 Commandments of Angry Customers By Kordell Norton I – Thou Shalt Assume That Thy Customer Has Rights . . . Including Anger Every decision is made by its decision maker. That person may not be the smartest, most qualified, or the right person to be making the decision . . . but it is still their decision. It is our job to persuade them as much as we can to make the right decision, or in our favor if that is the case. That decision maker has the title of CUSTOMER. If they don’t make it in our
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Only a professional speaker would find something good in having their car stolen
“Dad, my car got stolen,” the words coming fast and in panic from his cell phone. My home-bound college student had just lost everything he owned while he sat in the restaurant. “Even my birth certificate and social security card,” he declared. For a couple of days all he owned were the clothes on his back and his iPhone. He was able to stay on top of a police investigation, cancel credit cards, start on the insurance spreadsheets, apply security protection on his identity and keep us informed of his activities . . . all on his phone. On his
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How ShamWow Can Mess Up YOUR Business
There is the scene in the ShamWow! commercial where the spokesperson pours cola drink into a piece of carpeting. He then proceeds to suction up massive amounts of liquid with the fantastical Shamwow. On watching the commercial a second time I notice that between the soaking of the carpet and the picking up the liquid there is a moment when the camera cuts to a shot of the spokesperson. When the camera goes back to the carpet all of the soda that was running out from beneath is GONE. The picture had been doctored. Ah ha. The ShamWow! is a
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“But Noah! I thought the Ark left at 8:00!”
Which stranger would you go with? There at the end of the pier stand two men. On the left is the wizened old man, white beard, sun toughened face, calloused hands. To the right stands the expert. He oozes sophistication, education and professionalism. Again, which one would you go with? The old man or the young professional? And what about you personally? Where are you? Where do you mentally slot yourself in your business, your profession? Are you the highly educated, sure footed and professional provider of products and services? Or are you second guessing yourself, wondering if you are
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Laundry Soap, Travel Agents, and Computers . . . and what they have in common with a Moving company?
Are you tired of competing on price? Introducing the Bankruptcy Gap. Remember when there was only one Tide laundry detergent? I counted last week, there are now over 70 sizes, types and smells of Tide at the supermarket. There are versions for top load washing machines, front loaders, for smelly clothes, for whites and even a version in a tube that you can get the coffee stain off the front of your shirt at the office. What about personal computers? When I first started selling PCs in the 1980’s (ancient history I know) there were 3 or 4 major brands,
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Let the Hot Chocolate Continue to Flow . . . continuation of a previous blog
Variety is the spice of life. Because I am the curious sort I continue in my search for the perfect hot chocolate getaway. I continue to work on the next book each morning and thought my Starbucks and McDonalds forays might be helped with a journey to the other two A.M. eating establishments. Cracker Barrel. Pleasant surprise when I discovered the hot chocolate is 50 cents less than Mickey D’s. The table top space for my weapons of writing was huge but the wait staff was surly, I guess because of the demands on them to distribute the salt
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Pour Hot Chocolate into that Open Wound – and we liked it!
Writing the next book. My friend Janine Moon, an awesome business coach, gave a great insight. “There are too many distractions in my office. When I write I go to the local coffee shop.” Day 1 – Starbucks – The words flow onto my laptop as my hot chocolate sits next to the iPod that is pulling it’s load of a gentle mix of movie soundtracks. Outlets are everywhere as other business people sit addicted to their latest email fixes. A fireplace radiates heat into the warm oak-paneled space. Small and intimate. I sit at an oak table with hot
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