Articles By: Chip & John

What does your attitude convey to customers?

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You are in complete control of your attitude.  Victor Frankl in his classic book, Man’s Search For Meaning, described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future.  The book has sold over 10 million copies.  Camp survivors did not let their cruel guards determine their attitude toward life.  While they had no control over their physical fate, they did have total domination over how they emotionally viewed their fate.
Customers love service people with a positive attitude!  Generation Y customers (Millennials) who are an increasingly powerful group of customers are on the prowl for great personal experiences. Making a strong personal connection is a key for attracting and retaining these folks. It takes a great attitude to establish the kind of connection millennials crave. Millennials are also quick to judge the experience you provide and quick[…] Continue…

What are you doing to thank your employees and customers?

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The Thanksgiving holiday is a great time to stop and reflect on your efforts to ensure your customers feel appreciated for no other reason than they are your customers! We know that today’s wired and dangerous customers are picky, fickle, vocal and vain*! It is particularly important to understand the fickle moniker. They are Fickle–much quicker to leave if unhappy.  They not only show a lower tolerance for error, they will exit just on account of plain old indifferent service.  The hype of a brand name means little in deterring the disappointed customer’s exit. This means we have to have a very consistent and continuous campaign to ensure we are showing our customers how grateful we are that they are our customers!
“Thank you!” These are arguably the two most powerful words in the English language. Customers and colleagues love to hear and feel a sincere “thank you.” Imagine what would happen to your business if everyone[…] Continue…

Can Your Employees See the Details Critical for Delivering Innovative Service?

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This week we celebrate Veteran’s Day and we deeply thank all those who have served for their service! We both had the distinct honor and privilege to serve our country. Chip is a highly decorated Vietnam War veteran. 
New arrivals to any combat zones quickly learned that the difference between a veteran and a novice was far more than war stories. They had an expression for it on the front line in Viet Nam: “grunt eyes.” Grunts were the enlisted ranks of the infantry–low rank, little prestige, people whose job description started and ended with the simple requirement to, “Do what the ‘old man’ tells you to do.”
Those with “grunt eyes” were able to see things a new in-country recruit would completely miss. And there was little correlation with rank. Whether you were a captain or a private, you only acquired “grunt eyes” in the field, paying attention to every sight, sound, smell, impulse, clue, and condition that[…] Continue…

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