theBuzz

I’m always frustrated when I call a customer support number that I’ve called before and have to retell my story. The same goes for when I’m transferred to another person. There is

ACCOUNTABILITY means that we will do what we say we are going to do when we say we are going to do it.  We earn the right to hold

As a contracting business owner, one of your responsibilities is making sure that you, and the people who work for you, have the information necessary to do the

I love seeing visible signs of a customer- and employee-focused culture. My wife and I were on vacation in Mexico. The employees at the resort were amazing. They

Everybody has angry customers. Some customers are angry because they have a complaint. Some are just having a bad day. Whatever the reason, you must know how to handle

“This morning, my sister left the toilet seat down! Women make men miserable.” – The Little Rascals Earlier this week, I found myself browsing Netflix late into the night. 

The bridge to nowhere was 5 miles from the nearest paved road. Bridging a 75 foot ravine, into the side of a mountain like a dead end with no sign.

In the customer service world, people have expectations. They want to be treated with dignity and respect. They expect that if they buy something, it will work and

Shep Hyken Contributing Writer Shepard Presentation This is why some companies get a bad rap! Our colleague here at Shepard Presentations, Nate Jones, shared a story about something

Many people are familiar with the expression, Start, Stop, Do Different from personal evaluation processes — those regularly scheduled reviews by our supervisor. Management will often use this