A Camp Experience You Won't Forget

I like conferences. They give me an opportunity to meet new people, give hugs and handshakes to those I’ve already met previously online, and they also expand my thoughts as I listen to the range of content topics.  Every once in while, I experience a conference that I can’t shut up about.  If you follow [...]

My 3 Words for 2012

I’ve never been much for New Year’s resolutions, but a recent newsletter from Chris Brogan inspired me to pick and write about 3 words that will define my 2012. For more information, check out Chris’s post here. These are my words: Serve. Sell. Execute. Serve – I will share my learned knowledge with anyone I [...]

Do you have a jigger problem?

The free pour, once mastered, in my opinion, is one of the best ways to measure and pour a cocktail.  It takes practice, but once mastered, goes far beyond a quick way to mix a drink.  I’ve also seen bars use the exacto-pour, and of course the infamous jigger, of whom I’ve written this post [...]

The customer is usually right

The customer is always right. You’ve said it, you’ve heard it, and hell, you may have put it on a sign. But what happens when the customer clearly isn’t right? What do you do then? Let me tell you a story from my past. I was working behind the “upgrades counter” at a major computer [...]

The #custserv mumble heard around the world.

I hate publicly complaining. In fact, I’m on of those guys that won’t even send my steak back if it’s too dry.  I just don’t want to hurt anyone’s feelings.  But the other day I accidentally complained on Twitter. I say accidentally complained because it wasn’t meant for the entire world. I was at the [...]

Leadership – Nurturing Mother or Strict Father

  Leadership is important in 21st century business. It’s so important, that we have to challenge ourselves in what we believe vs. what we have traditionally been taught about how to manage a company.   There is one hell of a line between managing a company and leading a company.  If we get stuck too far [...]

Create remarkable customer service experiences

Customer Service. What is the first thing that comes to mind when you hear this word?  For most people, they will instantly think of either a good or bad experience they had with a department that holds such a name.  Usually these experiences are a result of something bad that triggered the customer service interaction.  [...]