I’ve said it before – We don’t currently live in a world that regularly expects excellent customer service. In fact, with each passing generation, the customer service bar is actually lowered a bit more. Example: In the 50s, you’d drive into a gas station, and four uniformed attendants would rush over, each handling a different chore, from checking your oil, to pumping your gas, to cleaning your windows, and other basic automobile tasks. It was simply what was done. Can you imagine that? Four guys, waiting for you to drive in, and actually running to service you? I was driving to Atlantic City last week to give a speech, and stopped in to get gas. Because New Jersey is one [...]

Here’s something interesting I just found out a few days ago. Are you getting all the Facebook emails that are being sent to you? As in, the ones in your Facebook mailbox? I’m willing to bet… You’re not. Watch the video below to learn how to make sure you do.

For just about three years, I’ve been a relatively happy lessee of a 2008 Infiniti FX35 Crossover. Living in NYC, it’s spent much more time in my garage than on the road, but when I needed it, it’s always been there, and always been a good car. No problems, no issues, and I’ve still got 12,000 miles left on the lease I’ve got to use before I return it in a few months. So I was more than bummed to find an email today from my local dealership, which I shall reprint for you below in its entirety, sans the person’s phone number and email address. Bolding, grammar errors and the like, all theirs. To: peter @shan…..com From: Steve C…, [...]

When I boarded my flight Wednesday morning from Denver to Houston to connect to a flight to Asheville for my speech on Thursday, I tweeted out a question. I said “I’ve got roughly five hours in the air today. How can I help you? You’ve got 45 minutes to respond.” And people did! So briefly, here’s what people asked, and my answers: @andreahrizk said that she needs exposure about a shortage of interactive talent in the advertising industry, and included a link: http://imediaconnection.com/content/28737.asp – I think she has a point – Small interactive ad shops can’t offer the same “possibility of instant riches” that tech startups, whether they be in a basement or in the Google offices, can. As such, [...]

When I speak at conferences catering to small businesses, I usually show up an hour before the conference starts. I check in, but don’t pick up my own badge. Instead, I scan the badges already spread out, and grab someone else’s – usually someone who runs a small business. I’ve been Jon Michelson, Tyrese McHale, and my personal favorite, Gordon Brown (not that one), all of whom own small businesses, and all of whom are looking for the magic bullet that will convince them that social media actually works for them – will actually make them money, will actually help them sell product, and isn’t the next BS thing they hear about every day on the radio, on TV, and [...]