Vice President of New Business Development

5 Things I Learned In My Trip Around The Sun This Year

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"Nobody can go back and start a new beginning, but anyone can start today and make a new ending. " Maria Robinson Anyone who really knows me knows that I don't celebrate my birth 'day.' I push the envelope as much as I can possibly get away with, and turn it into at least a weekend-long celebration, if not even more. Since the big event happened ju...
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Do You Provide "WOW" Customer Service?

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"Whenever you see the opportunity to create a WOW! moment, act on it!"   - Shep Hyken Every 4th of July, I pack the kids into the car and head off to the fireworks show at the local park.  And while it is always entertaining, this past year we started whispering half way through that maybe we would not come back next year.  Been ther...
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How Do You Measure Your Career?

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Last week was maybe not a major, but still impressive career milestone for me.  I celebrated my 32 nd year at The Allied Group. In an era where the average millennial will have 11 jobs in their career, working for a number of different companies, I seem to be a bit of an outlier having worked for the same company with only 4 unique jobs over t...
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What I Learned From My Father

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(One day late, my apologies, but, a message I like to send every year.) "Don't worry that children never listen to you; worry that they are always watching you." - Robert Fulgrum With Father's Day rapidly approaching my thoughts have naturally gravitated to my father. My dad passed away a few years ago but he left a lasting impression on me, my chi...
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The 5 Fundamentals of Great Customer Service Organizations

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"Quality in a service or product is not what you put into it.  It is what the customer gets out of it."                                         &...
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Am I a Problem?

Am I a Problem?
"There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else." ~ Sam Walton Funny. I thought that at least if the customer wasn't always right, then at least they would not be an annoyance to the customer service person taking their money! I walked into a "con...
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Ironman Marketing

Ironman Marketing
"Perseverance is not a long race; it is many short races one after the other" ~ Walter Elliot An Ironman Triathlon is widely recognized as one of the most demanding one-day sporting events in the world. It consists of a 2.4 mile swim, 112 mile bike ride and a 26.2 mile run. Just to finish the race takes tremendous planning, training, stamina and co...
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My 3 "Simple" New Year's Resolutions

My 3 "Simple" New Year's Resolutions
"If you can't explain it simply, you don't understand it well enough" Albert Einstein Who am I to argue with Einstein? I reread my last 3 year's posts regarding my thoughts about the New Year and my resolutions for each one. Still all good advice about goal setting, how to use time better and focusing on priorities. Here's the rub though. While I c...
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Santa's Customer Service Secrets

Santa's Customer Service Secrets
"This is the ultimate in feel-good projects. To make money and make people happy, it's a Santa Claus project" ~ Craig Belser Santa Claus may just preside over the most successful customer service organization in the world. This is amazing, given the fact that he has many logistical and operational disadvantages. The ordering system is antiquated. I...
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Sometimes Just Finishing the Race is Good Enough

Sometimes Just Finishing the Race is Good Enough
"Try not. Do or do not. There is no try."  - Yoda With all due respect to one of my favorite characters in one of my favorite movie series, Yoda got it wrong. Mind you, I used to be with him. Much of my life I had a very "do or die" mentality. I often found my emotions whipped back and forth, elated with my victories and despondent with my def...
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