Put a Surprise Inside: the Cracker Jack Principle Foster a spirit that customers can’t wait to narrate
Tue, 11/15/2016 - 17:42
We bought a new house in a real nice neighborhood. The house was perfect except for one important feature—it came with a yard! I do not like yard work, and my wife does not like yard work. I travel all the time, and she works long hours.
One… Welcome to Innovating Service A monthly column dedicated to the quest of being remarkable
Mon, 09/26/2016 - 16:47
Francie Johnsen is my very favorite pharmacist. When the petite, redheaded bundle of energy first came to work at the Eckerd Pharmacy (now CVS) near my home, she encountered a store spirit painted plain vanilla. Employees were creating a completely… The Sounds of Great Quality For innovative service, pump up the volume
Thu, 02/05/2015 - 00:00
Disclaimer: I love John Coltrane, Billie Holliday, and Count Basie. Great jazz, to me, ranks right up there with Einstein’s theory of relativity and Newton’s laws of motion in terms of insightful genius. Smooth jazz with a glass of wine and a…
The Birth of Quality Born from the influence of another
Thu, 05/30/2013 - 10:32
My granddaughter recently asked the inevitable birds-and-bees question: “I know a baby comes from inside the Mommy’s stomach, but how did the baby get there in the first place?” I deflected the question with, “That’s a great question. Why don…
Elegantly Adaptive Service As in nature, those who adapt, flourish.
Mon, 03/15/2010 - 06:00
Early one morning I was in my side yard and walked up on a huge elaborate spider web complete with its designer-tenant. As I approached the artwork, the spider began to vibrate the web sending glistening dewdrops everywhere. The next morning the… Keeping the “R” in CRM Heed and hear your scouts.
Mon, 09/14/2009 - 04:50
Ray Bell was a math teacher, turned credit manager of a farm equipment company in my rural southern Georgia hometown. He was also my dad. I knew he kept a very detailed ledger book that had information on every customer he gave a loan. He could…