Last week, my family decided to try dinner at a local place that had just evolved from a pizza joint to a restaurant. We'll have to wait and see how it survives -- in the... Continue reading
Despite frequent media attention to dangerous and neglectful medical care, that was not our experience when I accompanied Spouse to an outpatient surgical procedure (which was successful, thank you!) at Winthrop University Hospital on Long... Continue reading
Long, long ago, doubters said that if we were meant to fly God would have given us wings. These days you have to wonder: if we were meant to fly would we have to sit... Continue reading
Went to dinner with a client pal in one of those upscale, plush steakhouse chains where the wait staff wears little butchershop aprons. The tables were far enough apart for a sense of privacy and... Continue reading
What is the face that your customer service staff shows the public? Do you know? Service Taking Flight On a crowded morning flight from Long Beach airport back to JFK, two flight attendants, Shelly and... Continue reading
When I gave a webinar on “Increasing Average Order Value”, I referred to one of my “rules” for sales and service. Herewith Rule #3: The more you ask from your customers, the greater your obligation... Continue reading
Sometimes customers think, believe, even expect that we can read their minds. And sometimes we appear to. But I see over and over how often we misjudge what even close friends and loved ones would... Continue reading
Isn't it amazing how sometimes you have to be nice and kind to awful people who don't deserve it? Take collections, for example, either commercial or non-profit. People make commitments to pay — but some... Continue reading
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