May 23, 2018 11:30:00 AM

Inward vs Outward Mindset for Customer Service

I hope you caught my two previous blogs on disruption and unseen pain. On this day of very preventable disruption & self-inflicted pain, I also got to experience a third great life lesson in customer service mindset and experience. You may recall my boat trailer tire blowout and subsequent eye injury happened late on a Friday afternoon. That Saturday morning, I was up early and looking for a tire service center where I could get three new tires for my boat trailer. This was urgent since I had PTO planned for the following week to fish some more and I knew it would include a road trip or two.

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Topics: Customer Experience, Customer Service

May 4, 2016 11:00:00 AM

Have You Wowed Someone Today?

A few weeks ago, I received a special invitation to spend some quality time at Sage Valley with a group of CPA executives who I respect very much. Initially, I declined the invitation because this connection event was scheduled around 2.5 days of golf, which is a sport I gave up several years ago.  As a golfer, I found myself frustrated and inconsistent, and with very little time to practice, I dropped it and had no interest in revisiting those frustrations. 

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Topics: Customer Experience, Customer Service

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