Hello, Happy New Year!

I am so over terrible service AND terrible manners!! Based on 30 years experience in customer service and managing people and a little longer on the planet, I know there is a correlation between the 2!

I have always trained people along the lines of great customer service is an extension of good manners: be interested in the customer, listen to what they want and deliver it with authenticity.

Consideration, authenticity, kindness, being genuine, listening carefully are all important characteristics for good humans who are part of our society as well as
great customer service providers.

I will be writing about this more but wanted to flag it and start the conversation.

I hope the businesses I provide feedback to appreciate it and action issues.

At the end of the day, in this world of easily accessible products globally, the only differentiation a business has is their customer service standard which defines the customer’s experience.

Let’s not kid ourselves, bad customer service will lead to businesses closing. We are seeing global giants closing because they aren’t meeting customer’s needs.

CALLOUT: I am looking for CUSTOMER SERVICE WARRIORS! I’d love to share your skill and customer care stories in upcoming blogs, podcasts and webinars. If you are a CUSTOMER SERVICE WARRIOR or know one, please email me here.

I would love you to share your stories and experiences – GOOD & BAD. Leave a comment below or email me here.

Let’s make retail great again!


  1. Alison Ball
    February 7, 2018 at 9:01 am

    I LOVE that you are waging war on bad customer service! Its such a shame when a business owner's hard work, (blood, sweat and tears even) is derailed because an employee couldn't care less... My mother is a dedicated "bad service warrior" - when she gets bad service, she makes sure to let the business owner know. Because often, they have no idea why sales has been falling off!

  2. February 7, 2018 at 2:58 pm

    That's fantastic Alison, well done her! Ultimately it is their responsibility to hire and train the right people, it is one of the largest challenges for business owners. As I said, I hope they hear it with a constructive ear!

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