It’s About the Service, Not the Pledge

At the LSSO conference in Boston this summer, I heard this fantastic quote that has stuck with me:  “It’s about the service, not the pledge!”  This is so true!  How many times have I looked at websites, read brochures, heard radio ads and spotted a “service pledge” addressed to clients? They proclaim that the service…

Good Service Makes You Pause for the Best Reasons

I had two great service moments that I feel compelled to share. Not because the acts were particularly profound, but because they made me pause for just a minute and feel good about the businesses I chose to patronize.  It has been a while since I have had such positive customer service experiences. All the…

Deliver Service in More than 140 Characters

In our electronically driven world, it is easy to lose sight of the strength of superb customer service. We talk in sound bites. Tweet in under 140 characters.  Text in code. But what is this doing to our relationship skills? Are we short-changing ourselves by not practicing the basics of relationship building in our every…