It’s SO the little things. In a future blog post, I’ll be talking about the wonderful experience that is GroundLink. But as I was taking a GrounLink car to JFK this morning, it got me thinking about why I loved them so much – And I realized that yet again, it’s the little things. Here’s a list of eight things you can do RIGHT NOW, for little or no cost, that will improve your customer service, get your customers happier than they’ve ever been, and get them talking about you to all of their friends! 8) Know your audience. This is one of the easiest, yet most forgotten things in customer service. Imagine being able to talk to your audience [...]

In the past 48 hours, I’ve seen no less than four front page articles from newspapers across the world, referring to the Instagram deal as “ushering in the age of mobile.” In other news, I’m going to write an article about the coming age of jet travel. Are you kidding me? The Instagram deal has NOTHING to do with “the age of mobile,” it has EVERYTHING to do with the age of CUSTOMER CHOICE. Mobile isn’t new. You think that just because we now have the ability to take crappy sepia toned pictures of crap, 24 hours a day, that “all of a sudden, we want to be a mobile society?” We’ve ALWAYS wanted to be a mobile society. The [...]

So I get an email today, criticizing me for congratulating the Giants in the HARO this morning by using the term “my NY Giants.” Apparently, I’m pompous and self-centered for saying “My” as opposed to “Our.” I responded that today, after an awesome win, I think everyone in NYC considers the Giants “theirs,” and more importantly, is that really the most important thing for them to worry about in their busy day? To which I get this vitriolic reply, stating that I’m completely full of shit, and that I’m nothing but a braggart, who should learn to be nicer to people. Me. I should learn to be nicer to other people. The guy who invites anyone to ask me any [...]

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 [...]

I’m sitting on CO/UA 1755 from EWR to PBI this morning, and in the seat next to me is a 25-year old, heading down to Palm Beach for a Jewelry convention. Nice enough kid. We start talking. He mentions that he’s just met someone about eight weeks ago and really likes her. Then he says something that jolts me out of my “casual chat” comfort zone. “You’re married, and obviously older. Can I ask you some advice?” *Blink.* I wanted to say “first piece of advice, you little shit, is to not call out the fact that I’m “obviously” older.” But I let it go. He wanted advice on how to deal with this new girl in his life. It [...]