Customer Service

It’s Not About You And Your Stupid Little Problems

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For fifteen years, I was not allowed to get sick on Saturday. Sunday and Monday were fine; I could be sick then. Tuesday through Friday weren’t ideal, although if push came to shove, I could be sick then too.

But not Saturday. I couldn’t get sick on Saturday. Why?

Because Saturday was showtime.

See, for fifteen years, I was the Executive Producer of a hit comedy TV show in Seattle called Almost Live!, and we taped the show in front of a live ...

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How to Make Your Team Members Feel Like Crap

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Here’s the scene: You’re at a party, or a conference, or a meeting—somewhere with a lot of people around. You see someone whom you’d like to talk to, so you walk over and start a conversation. And after a few seconds, they begin The Scan. You know what I’m talking about, right? It’s the moment when they break eye contact and start surveying the room, looking for someone better to talk to.

Feels pretty crappy, doesn’t it?

So why are you doing ...

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Are You About to Lose One of Your Best Employees?

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I’m angry at Janie’s boss.

I don’t know Janie’s boss. I’ve never met Janie’s boss. But I do know Janie. Janie is one of the most diligent, hard-working, eager-to-learn people I’ve ever met. But because Janie’s boss doesn’t understand one of the basic rules of leadership, Janie is being made to feel like a failure in her job, and is thinking about leaving. So what’s the rule that Janie’s boss doesn’t understand? It’s this:

It’s a leader’s job to create an environment ...

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How to Produce a #1-Rated TV Show

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It would be good to be Shonda Rhimes, wouldn’t it? She’s the creator and producer of not one, not two, but three hit TV shows: Grey’s Anatomy, Scandal, and How to Get Away with Murder. Along the way she’s made the careers of numerous actors, entertained millions of viewers, and, by the way, amassed a net worth of some $60 million. Not too bad! So how can you achieve results like this in your world, and with your people?

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Are You Speaking Your Customer’s Language?

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Here’s a quick quiz for you. If you want to have a great conversation with someone who speaks only Italian, and you speak both English and Italian, which language are you going to choose? If you said “Italian,” congratulations! You understand how communication works! Why then is it so often a different story when we want to have a great conversation with our customers?

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What Kind of Paperboy Are You?

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When it comes to customer service, one size definitely does not fit all! And yet many companies treat their customers as if they were all cut from the same cloth. Sure this makes things easier, cheaper, and more efficient. But it sure doesn’t create loyal customers!

Motivational Speaker Bill Stainton

A long time ago, shortly after the dinosaurs died off, I had a paper route. The ...

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What’s Your “Perfect Swing”?

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What does award-winning performance mean to you?

I mean specifically.

In your business, in your work, what does award-winning performance look like, sound like, feel like? How do you recognize it in yourself?

It’s been said that what gets measured gets done. Others have said that what gets measured gets managed.

I disagree with both of those statements.

The truth is this: What gets measured gets measured. Nothing more, nothing less.

What gets measured gets measured.

What happens next is entirely up to you.

Measuring is just a ...

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What I Learned from Jay Leno

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Motivational Speaker Bill StaintonA long, long time ago, in a galaxy far, far away, I used to write monolog jokes for The Tonight Show with Jay Leno. One day after the show I happened to be sitting with Jay (no doubt having pizza; with Jay, it’s always pizza), and the conversation turned to fame. Specifically, the double-edged sword that is fame. At one point, ...

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