Apple and Microsofts’ Unholy Union: Why “Frienemies” is a Terrible Strategy

I am a long time Apple computer user. I have no intention of switching to a PC. So when years ago Microsoft introduced Office for Apple it seemed like a match made in heaven. I got to use my computer platform of choice and have access to the most used and robust office tools reserved previously only for PCs. Awesome, right? I get to have my cake and eat it to! Seemed great in theory but there...

What To Do When the Customer is Wrong

My friend and I popped into a new upscale sports bar to try it out.  We were enjoying a relaxing drink at the bar when one of the customers bellowed at the top of his voice, “scoooooooooooooooore”. Maybe he had too many drinks and thought it would be cute, maybe he is one of those dudes that thinks all eyes in the bar should be centered on him, maybe he is just situationally unaware....

Catch Phrases to Keep Customers Coming Back

“See you later”. That’s what the attendant at Quick Trip said to me as I walked out the door. Did I know him? Nope, in fact, it was the first time I had been in that store. QT is well known for their clean stores and friendly staff. I have heard they have a top flight employee training program. The main reason I stop there, however, is the incredible drink bar they offer. I pop...

Your Business Through Fresh Eyes

“Fish discover water last!” Fish would be the absolute last to discover water. They are too close to it, it is all they know. The same is true of any business or company. When you live it every day you see it through different eyes. What are the things about your company or business that you “miss”? The things that are immediately obvious to people new to your business but to which you...

Customer Service the Starbucks Way

Something amazing just happened. I got a not hot cup of coffee at Starbucks. It wasn’t lukewarm but almost. I was dazed and confused. This had never happened to me. I went back up to the counter and apologetically told them I had never returned a cup of coffee but that this one was warm. Then something even more amazing happened. They quickly replaced my cup, investigated and solved the...