Not All Customers Are Good Customers

If you are selling paperclips or pizza, this article may not be very relevant, but an increasing majority… [more]

Not All Customers Are Good Customers Not All Customers Are Good Customers

If You Like It Put Your Brand On It

Our name is on a lot of stuff: stickers, hats, shirts, lanyards, and of course, pens. It’s also on… [more]

If You Like It Put Your Brand On It If You Like It Put Your Brand On It

Fire Your Center Manager

I know that’s a strong title, and an unfair one without qualification. I promise I’ll explain in… [more]

Fire Your Center Manager Fire Your Center Manager

When to Respond in an EXTRAordinary Fashion

Most of us have jobs that involve customers and customer service, even if that is not in your actual… [more]

When to Respond in an EXTRAordinary Fashion When to Respond in an EXTRAordinary Fashion

Out of the [Pizza] Box

Nowadays contact with your favorite (or least favorite) brands is only a tweet away. We’ve all seen… [more]

Out of the [Pizza] Box Out of the [Pizza] Box

Slow to Hire, Quick to Fire

“Slow to hire, quick to fire” is one of the countless philosophies on how to staff a business. … [more]

Slow to Hire, Quick to Fire Slow to Hire, Quick to Fire

If You Can Do It, Do It

The dual Christmas and New Years holidays serendipitously fell on two consecutive Monday and Tuesdays.… [more]

If You Can Do It, Do It If You Can Do It, Do It

Kickin’ It Old School

This week has been a homecoming of sorts.  Sadly, tragedy struck the family of a childhood best friend… [more]

Kickin’ It Old School Kickin’ It Old School

My New Skates

I recently was given a pair of roller skates, and they’ve been hell on wheels. I did not ask for these… [more]

My New Skates My New Skates

Check Out Our Latest Articles

Fire Your Center Manager

I know that’s a strong title, and an unfair one without qualification. I promise I’ll explain in detail just after I tell you about my last trip to Chicago. My wife and I took our two older daughters to Chicago for two nights of fun in the city. We interacted with the trendiest brands – […]

Not All Customers Are Good Customers

If you are selling paperclips or pizza, this article may not be very relevant, but an increasing majority of US workers sell a service or a product plus the service to support it.  When service is a significant part of the customer or company relationship, not all customers are created equally.  Not all customers are […]

Slow to Hire, Quick to Fire

“Slow to hire, quick to fire” is one of the countless philosophies on how to staff a business.  As much as we have an official hiring policy here, it’s at the very least to hire slowly. Every candidate goes through a series of interviews with a variety of staff members, tours the office space, and […]