I was reading an article about Home Depot’s latest advertising slogan. Here it is – “More savings. More doing.” According to their spokesperson, the philosophy behind it is, “barebones, do it yourself and bargain prices.” They are shouting from the rooftops that price is king. Their c
The third annual ranking of Customer Service Champs by Business Week (www.businessweek.com) was recently published. It is always interesting to see who gets recognition and why. Many familiar names are on are the list, Amazon at #1, Zappos at #7 and Marriott at #25. This issue devoted
In this marketplace, you can not afford to have a poor attitude showing to your customers. What are your employees saying when you are not listening? I have to admit my jaw dropped when I heard this on a recent flight. This was a ComAir (operated as a Delta codeshare) flight out of Ci
What is the magic? Chick fil A just reported their system-wide sales numbers for 2008. It is their 16th year of straight year of double digit growth. Now I know you are thinking in this economy fast food is one of the few companies reporting profits. But the 16 year figure and same st
Lisa Ford is a speaker with over 20 years of experience presenting to businesses, associations and government. She speaks throughout the United States and internationally on topics of customer service, leadership, team issues and change. Lisa is best known for her work in the areas of customer service. She is the author of the videotape series How to Give Exceptional Customer Service, the #1 selling business tapes in the U.S. for over 3 years.