What a Grammy nominated songwriter taught me about customer service

I was introduced to the amazing work of singer/songwriter Natalie Hemby* during the 2010 holiday season when Target used her song “Perfect Gift” in one of their commercials. I was hooked. I immediately went to google to find out who she was and where I could find more of her music. The who was pretty simple but the where proved … Read More

What if you chose something better?

Last night my beloved Yankees were eliminated from the playoffs by the Houston Astros…and I guess I’m okay with that. A few years ago I would have been really upset, but today I have a somewhat healthier perspective. Would I have preferred to watch the Yankees win and advance? Absolutely, but the days of my emotions being influenced by a … Read More

This is business (and it’s incredibly personal)

There is no such thing as “just business” because the way we go about our business – and the way we take care of the people we serve – says a lot about who we are as people.

To attempt to excuse our actions toward other humans because it’s “just business” is simply inexcusable.

The thing Willie Nelson taught me about customer service

It was just me, a pen, and a pad of paper, sitting quietly a dimly-lit hotel room. It was a couple hours before I would be facilitating a customer service session with leaders from a major medical facility in Anchorage and I was struggling to find the missing ingredient that would tie everything together. Ugh. I was frustrated. I felt … Read More

The problem with perfect

Taking unusually good care of people is a commitment to do the messy, unpredictable, and deeply personal work of engaging your humanity to help someone else.

Taking care of people when you are powerless

Going the extra mile to take unusually good care of people matters in every interaction you have with the people you serve, but the effects are amplified when things aren’t working like they are supposed to.

This might not work

It seems presumptuous to think that we should share our ideas about business, but after being invited to give dozens of talks about these ideas it seems selfish to keep them to ourselves.