Let’s face it: there are many groceries we can chose from. Within close distance, I have Gelson’s, Albertson’s, and two Ralph’s. Costco and Trader
Joe’s are also nearby. (Yes, I can eat my way around the neighborhood!) Read More...
The Energizer
Resilient Insights for Work & Life

A Piece of Cake Cements A Customer Relationship
Ten Tips to Move Customer Service from Drab To Fab!
It happens all the time: A full-page ad is placed in a major monthly publication. The ad touts the service excellence of their product. Catchy phrases.
Great promises. Major dollars are spent to create an implied image in the mind of the consumer. And it can vanish in a heartbeat if promises made are
not promises kept—if the derived image cancels out the implied image! Read More...

How to De-Energize a Customer
"IT” starts in Gary, Indiana at US Steel’s immense integrated mill (the largest of its kind in the Northern Hemisphere). “IT” continues in Orlando with
the United States Postal Service and Hurricane Irene. And “IT doesn’t stop until long after I return home to Southern California and a 7.0 earthquake.
The “IT” is a laptop malfunction—the unnatural calamity created when technology and a virus meet. Read More...

Guest Post: Service Resilience: A Key Ingredient for Innovative Service
“No one ever bought a ¼ inch drill bit because that’s what they really want,” wrote Harvard business professor Ted Levitt. “What they really want is a
quarter inch hole.” And, what customers would really like to do is snap their fingers and get a ¼ inch hole… just like Captain Kirk could do
on Star Trek. But, they have to deal with the process of getting a hole. Read More...

Tornado Tragedy Yields Surprising Tenderness
Throughout the long, howling night of Saturday Dec. 26, Jim and Stephen crouched in their storm shelter as 11 tornadoes roared through Garland, TX and
the Dallas Metroplex. Read More...

Another Bonehead Customer Service Strategy
You just received the letter from Anthem Blue Cross. The opening line: "We'd like to thank you for choosing Anthem Blue Cross. We value the trust you have placed in us." Read More...
CUSTOMER SERVICE HORROR STORIES AT UNITED AIRLINES
Read More...
Good Customer Service Closely Tied To Good Business Etiquette
In one day, I experienced the following: Read More...
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