When Scripts Go Wrong
There is a time and a place for everything. Well, for most everything. Scripts, be it for your customer experience team, your sales team, or your presentation to the board, have a time and a place. The beauty of a…
Category Customer Experience
Less Anxious, More Joy
It was debrief call time. I’m all about reflecting, and am happy to report that I reflect more and ruminate less these days. I also like to hear from my clients about their experiences, because you know, feedback. “The people…
Maybe Give Yourself Feedback?
Years ago, I was on a project with Mazda North America. We focused on the client experience, and if you have ever bought a car, I need not say more as to why. They instituted a new policy: no more…
The Danger of the Free Phenomenon
We chose the chef’s table, aka sitting at the expo table up close and personal with the chefs Our obsession with The Bear drove our decision. Jill and I both ordered the tri-tip steak option for our mains, and requested…
Owning It: A Little Goes a Long Way
Sometimes, I am astounded by the tiny amount of effort that can go such a long way toward building trust, putting a smile on someone’s face, and showing that you care. Take, for example, last week when I pulled up…
When the Teacher Gets Schooled
“So be here at 9:45 in one of these two buildings for the first-come, first-served tickets at the house, right? Is there anything else I need to know?” “Yes, that’s correct, and no, you’re all set!” That was the summary…
Can I Get a Side of Logic with That Rule?
For two years, post Peace Corps and then working at the most toxic work environment of my life it was time for me to chillax and do something mildly mindless. I bartended at LaPosada in Santa Fe. The law in…
What TSA Can Remind Us About Being Human
I walked up to the TSA desk this morning and realized I might be in trouble. JAX is becoming technologically savvy, and they’ve installed face-scanning machines at security. For those unfamiliar, you walk up, slide your license into one machine,…
It’s Not Their Job to Care, It’s Yours
Last week, I had my monthly check-in call with two fellow business owners. There was excitement all around as we heard from Stacey that she had a few sales deals in the pipeline–like really far down the pipeline! Momentum was…
Authority or leadership: which do you embrace?
I tagged along as a nanny of sorts with some family on a trip to Santa Fe, New Mexico. As soon as we arrived in the city and I took in the adobe buildings and the green chile–I made a…