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Customer Service

The Customer Experience – Hospital Style

My big sister had THR (Total Hip Replacement) surgery on Tuesday at the Hospital for Special Surgery (HSS) in Manhattan. I was her driver and extra set of ears (along with my younger sister as well). I am, most fortunately, a stranger to the hospital experience so...

How to Capture Your Customer’s Attention

I ordered a coat from Bloomingdale's last week to take advantage of their huge winter reductions (thank you, Scarlett DeBease!). When I opened the package I was delightedly surprised to see the enclosed card tucked inside my well-wrapped garment. Of course I had to...

Weekend Networking, Learning and Shopping

Yesterday was a glorious day in CT, especially compared to last Sunday when we were all cleaning up from that freaky fall blizzard and subsequent power outages. This day was sunny, blue skies and the perfect temperature for taking in a multitude of offerings. I...

Inspired by Starbucks

I just finished reading Onward by Howard Schultz, chairman, president and chief executive officer of Starbucks--lower case letters used by his example. The subtitle of the book is How Starbucks Fought for Its Life without Losing Its Soul. You may remember the...

Borrowing from the Big Guys

I had to bring my car in for its 5000 mile service check-up this morning. Although blogging was on my schedule today, I never expected to find inspiration at my car dealership. But there it was. Right on the keyboard of my service guy. His script! I remember the...

$20 Tuition

At what point do you quit the chase? I deposited a check without an envelope in early March via the automatic device that scans them and produces an image of the deposited entry. The $20 check was a Western Union money order and was read by the scanner as $200....

Best Customers

In my WBDC Fast Trac Growth Venture course this past Saturday the discussion focused on what market segment brings in the most revenue. One student's report carefully illustrated how eight customers brought in the bulk of their company's revenues. Most people in...

How Cheap Will They Get?

Joe Connolly, who gives business updates regularly on CBS radio news, caught my ear the other morning with the report that soon airlines will charge customers for the 'privilege' of pre-selecting their seats. Of course, this 'privilege' has been...

And Now, the Rest of the Story

For those of you who have been following my mistaken pedicure appointment last week, here's the last chapter. I got my free pedicure yesterday, and what a treat it was. I shared the whole blog story with Monica, the woman at my feet (!) who delighted in hearing...

I’m Getting a Free Pedicure!

(For this to make sense, please read yesterday's post first.) ...My pedicurist texted me on Saturday with a big apology and the offer of a free appointment. She listed every time slot she had on her calendar, which for anyone who texts knows is a lot of work. Your...

What Would You Do?

This entry could be subtitled, "The Problem With Texting." Here's what happened: I treat myself to a pedicure every couple of months. Not the standard fare of popping into the ubiquitous nail salons in my area, but a high end, highly skilled treatment that really...

A GIFT FOR YOU

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