Are Millennials Truly Different?

Oct 18, 2022

Here I am setting myself up for controversy on my opinions, so read this at my own risk! I’ve been hearing for years now how the Millennial generation is so different – they want instan...

Your #1 Marketing Tool

May 03, 2022

Clients often ask me, “What is the number one most effective marketing tool?” My answer is, “Delivering consistent customer service at or above the level that is consistent with yo...

Where is the Patience and Self-Responsbility?

Dec 14, 2021

While this may read as a gripe session, it's really not - it's not meant to complain; simply to illustrate a point about life. I am pretty much at the end of trying to connect with someone who was ...

What Does Your Outgoing Voicemail Message Really Say?

May 04, 2021

One of my pet peeves is the outgoing message on a seemingly friendly and helpful voicemail that ends with, “I’ll call you back at my earliest convenience.” Your earliest convenien...

Marketing Lessons from Disney

Dec 03, 2019

Anyone who's known me for more than 2 minutes knows that I am an avid Disney fan. Not only do I enjoy just about everything Disney on a personal level, but I find many things about their business ...

Are You Delivering on Your Promises?

May 07, 2019

Every business has something that they are promising, along with the product or service itself - a benefit. The item will work better or faster. It will last longer. You will receive it within a cer...

Is the Customer Always Right?

Apr 09, 2019

I often start a seminar/presentation/workshop on marketing by saying, “Your number one marketing tool is great customer service. Without at least good customer service, there’s no sense in...

Customer Service – Your #1 Marketing Tool

Oct 09, 2018

Now I may have addressed this topic before – I may even have an entry under the same name; nevertheless, here I go again. Why, you ask? Because I am currently on hold to speak with a customer ...

An Inexpensive, Yet Invaluable, Marketing Tool

May 29, 2018

I firmly believe that customer testimonials are one of the most powerful marketing tools available to any business. Nothing says “success” like a customer willing to put into words how m...

Deliver What You Promise - Or Else

May 08, 2018

We’ve all heard the phrase "under-promise and over-deliver." I am a personal fan of that saying. I heartily believe that you should deliver at least to the level you promised. When possible, p...