Tag Archives: lasting impressions

No more surveys! You already know the answer…

While traveling last week I received three surveys from servers in three different restaurants – the kinds that ask us to go online, enter a number, receive a discount coupon for a next visit, and even win a prize. I … Continue reading

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I’m sorry

On a recent trip, my wife and I stopped at a name-brand hotel in Virginia – our hotel of choice on most road trips simply because things are always just right. In other words, they’re consistent from location to location. … Continue reading

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Blind to taking follow-through seriously

For years in my talks, writings, and books I’ve preached the absolute imperative for businesses to focus on developing and maintaining lifetime relationships with their customers and clients. Call it a hobby, but I’m always on the lookout for good … Continue reading

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How do you see others? How do they see you?

There’s an old story (call it an urban legend) of a man walking into a Mercedes dealership one afternoon. He’s dressed in old, torn blue jeans, a flannel shirt in dire need of retirement, and work boots. He’s definitely in … Continue reading

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Are you creating an exceptional experience?

I freely admit to being one of the most demanding customers a business will ever encounter. Why not? The way I see it, when I’m reaching into my wallet to pull out a stack of cash or a credit card, … Continue reading

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Is the customer always right?

In a blog post last September, I ranted about an experience I had buying new glasses. The rant had to do with arbitrary discounts and contrived sale pricing. What I didn’t mention in that post is I actually purchased two pair … Continue reading

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What’s your secret to success?

Many years ago, my wife and I purchased our first home together. Although we had a professional inspection as part of the process of buying the home and the inspection report gave us a clean bill of health, we were … Continue reading

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How much responsibility should we really take?

Although many people use them interchangeably, I’ve always made it a point in my writings and in my talks to differentiate between the terms customer and consultant. By my way of thinking, a customer describes a somewhat anonymous, impersonal transaction … Continue reading

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Is saying, “I’m sorry” enough?

Mistakes happen. No matter how experienced, competent, or efficient the organization, at one time or another every business makes a mistake – some more frequently than others that they become quite good at it. I was always taught that when … Continue reading

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No more “Mr. Negative”

Looking back at my recent blog posts, I’ve recognized a pattern that I just don’t like. Basically, I’m negative!  I always seem to be finding fault… always pointing out what’s not working and how poorly businesses do what they do … Continue reading

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