Customer Service and The Jukebox Theory

With an old fashioned jukebox, you select a record title and push a button.  The inner works of the jukebox retrieve that particular record. You can even watch it happen through the glass dome cover.  It places the record on the player, the needle drops, and the song...

Kiplinger Magazine Interview

I’m very excited to report that I’ve just been interviewed for Kiplinger’s Magazine, unsolicited, for their page called My Story.  I’m told it will be in the October issue and if anything changes, it’ll be in November’s.  The...

I’m Interviewed on MindYourBiz

On Friday, July 17th, at 12:00 Noon Eastern Standard Time I am being interviewed (about 15 minutes) on the radio show Mind Your BiZness…an EduTaining Show for Business Minded People at http://www.mindyourbizness.com/ on How to Kick Up Your Customer Service. If...

To Coach or not to Coach

In the Chinese language the word and symbol for crisis is the same as the word and symbol for opportunity.    Literally translated it is ‘crisis is an opportunity riding on the dangerous wind.’*   This means it comes down to perception.  How do I see this issue, this...