Far too many companies couldn’t make the customer service experience more aggravating if they tried. It makes you wonder if they actually are trying. Here are a few of my biggest customer service peeves. They may be small, but it’s the little daily...
In the best fiction, great characters are revealed through their actions, mannerisms and appearance. In the opening scene of The Godfather, Don Vito Corleone, dressed in a tuxedo, sits in a darkened office behind a big desk. Across from him sits a man pleading for his...
People don’t listen. It’s true. Sometimes it’s obvious. Their gaze drifts or their eyes glaze over. Though that’s not even a reliable indicator, since apparently the kids these days are training themselves to maintain eye contact while texting....
We’re all supposed to be keenly attuned to the needs and wants of our customers, viewers, listeners, readers, etc. So we ask them what they want, and we adjust our agenda, our content, our programming accordingly. But how do we know that they know what they...
Fifteen years ago, as I stood helplessly watching my CEO client get yelled at and cursed out by one of his employees, I had no idea that that incident would later become the whole basis of my approach to communication. Standing there, shellshocked (who knew an...
Most people agree that emotion is a powerful tool for persuasion. It helps humanize you, inspires empathy, creates common ground and breaks down the walls between you and the people you’re trying to reach. I’m often asked how you get to that emotional...
