The Power of Memorable Customer Service: Stories That Stick

When Jenna Whelan and I facilitate white-glove service trainings, one of my favorite parts comes right at the beginning. As we get started, we ask everyone to share the best customer service experience they’ve ever had, and to explain why…

Simple is Better: A Life Lesson from My Kitten

I recently adopted a kitten — the cutest little mischief-maker. Her name is Deedee, and she’s my very first pet. And being my first pet, I treat her like grandparents treat their grandchildren. I go all out. I bought her all of the toys.…