HAPPINESS VERSUS TRAGEDY?

I received a heart-warming bit of “fan mail” and wanted to thank the wonderful person who mailed it and make a couple of comments. Here is the mail, reprinted with permission: Dear Dr. Johnson Both my husband and I enjoyed … Read More

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Win-win mindset

I am at a meeting on internet business models, and a speaker is telling me to decide to “be number one.” He has been successful in an internet business, and he talks about the difference between being excellent and being … Read More

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HANG IN THERE!

Recently a man asked me how to keep people working hard when they aren’t having much success. His business involves encouraging people to make sales of the company’s products.  His products are of high quality, but not everyone wants them. … Read More

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CUSTOMER SERVICE AND SPIRITUALITY

This customer service business seems to be growing like weeds. Everywhere I turn, I am running into it, so I assume that is what the Universe (God) wants me to be focused on. Ruth Buczynski, PhD posted an interesting piece … Read More

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When Customer Service Backfires

Harvard Business Review posted a video about customer service, called “When to disappoint your customers.” It is really about strategic trade-offs. It isn’t about my theme, customer service from the heart. Here’s the link: http://blogs.hbr.org/video/2012/07/when-to-disappoint-your-custom.html Frances Frei argues that you … Read More

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CUSTOMER SERVICE FROM THE HEART

I was trying to get an old car ready to pass inspection. The Check Engine light was on, and I am somewhat mechanical, so I went to an auto supply store and asked them to pull the code so I … Read More

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HAPPINESS AND CUSTOMER SERVICE

A rock hit my windshield. It left two little chips with cracks radiating like spider legs, and I thought, “This time I am not going to ignore this.” The last time cost me a couple of hundred dollars. One day … Read More

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The Betrayal of Retirement

I once bought a BMW. It was a 1988 325 model, or as a real Bimmer fan would say, an E-30 Three Series. It was a sturdy and practical vehicle, with a robust six cylinder engine, a solid five-speed transmission … Read More

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