Your weekly source of sales, marketing, customer service, and management insight - compliments of ETE REMAN

Customer Service

NO ONE CARES!

Tone bears a significant impact in the way an interaction is perceived. Not the toned abs and biceps of the daily runner that circles the neighborhood, but YOUR tone of voice. The inflection, energy, and expression upon greeting sets the stage for the entire correspondence. A bored, sleepy, or depthless greeting will not convey a […]

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Put Your Finger (print) On It

You can tell where a child has been by following the sticky fingerprints. The grime covered walls, dotted with remnants of breakfast, lunch, and dinner reveal the path that toddler has traveled. The never ending battle to remove the debris before it hardens becomes a game that can not be won. As time goes on […]

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Scared Stronger: The Power of Fear

It’s officially spooky season. Yards are filled with giant spiders, massive skeletons, and a plethora of styrofoam gravestones. Children swarm the streets donning costumes in varying degrees of gore and gruesomeness. From creative and crafty to spooky and scary, it is promised something will cause a fright.  The neighbor kids came by for trick or […]

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The Power of Choice

Green light, go. Red light, stop. Yellow light, a choice to make, do you stay or do you go?  Many years ago, at a terribly designed intersection, I chose to make my left hand turn on a stale yellow light. Out of nowhere another car came barreling down the hill at an excessive speed. The […]

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Pardon Our Dust

Pardon our dust. Excuse us as we improve your experience. Please be patient while we work to enhance our systems.  Innovation, growth, and expansion are messy, but once the sweat dries and the dust settles there is a profound moment of elation and accomplishment. What started as an idea is now a tangible and functioning […]

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Propeller of Passion

Imagine you and a team of others are in a boat stranded in the ocean, the motor is broken and a slow leak has formed. You are the Captain, it is your job to get the crew to safety. Your group manages to stay afloat and on course by working together. Someone bails the boat, […]

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Don’t Get Burned: Documentation As Protection

It’s the time of year in the midwest that we emerge from our winter hibernation at the first glimpse of warm sunshine. The air no longer hurts to breathe, the breeze doesn’t feel like knives in your skin, and the chance of a debilitating snowstorm is slim.  We are pale and vitamin D deficient. We […]

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Sealing the Deal: Quote to Sell

Finding a company to purchase a high dollar item from, or a contractor to do a big job seems a lot like what I imagine online dating to look like.  Swipe left, swipe right. Running online searches to verify credibility, asking around to see if friends have ever utilized their services, triple checking to make […]

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Need For Speed

The rush to get to 5 o’clock, the relief that Friday brings, the countdown to the next vacation.  Getting all the jobs out the door, all the phone calls made, all the to-do’s considered done enough. In our race to get “there” we lose the opportunity to learn, to teach, to experience or bestow joy. […]

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The Soft Touch of Service Recovery

The only purchasing activity worse than car buying, is appliance shopping. The competing features are endless, the delivery takes eons, and the satisfaction doesn’t even come close to that of hopping in a new ride and taking off.  Our dishwasher broke five months ago. I despised the idea of hunting for a replacement so deeply […]

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