10 Ways to Get Down to Business This Summer

The official first day of summer is right around the corner. The pools are open. The barbecues have begun. People are in the shopping mood. The sun is shining and the air is full of possibilities for your business. Here’s how you can make the most of them. 1. Go Rogue – I know you

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3 Things Philz Coffee Does Right

Northern California’s Philz Coffee is riding the third wave of coffee in style and nailing customer service like its never been nailed before. Want to boost revenues and/or scale your business by building solid, long-lasting customer relationships? Take a clue from Philz’ third wave moves: 1. HIRE FOR STYLE – Philz looks for passion and

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Before You Drink Another Cup of Coffee, Read This

There’s something different about you today. No, wait. Don’t tell me. Let me guess. You slept well last night for the first time in ages without meds. No, hold on, your IPO blew Wall Street’s predictions out of the water. No. Hmm. Oh! I’ve got it. I know. It’s that third wave coffee coursing through

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One Thing Business Owners Can Learn From Dogs

My editor used to have a wonderful black lab named Sophie. As dog owners (and parents) are wont to do, Nancy sometimes shares stories of Sophie’s upbringing as a way of clarifying a particular customer service point I’m trying to make. (It’s usually amusing so I let her get away with it.) In one such

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Empty glasses set in restaurant. Part of interior

Service Secrets from the Final Four

It was early April, so naturally, I was in Nashville for the NCAA® Women’s Final Four® … because I’m tall. No, seriously I’d been following the teams and rooting for my favorite players so I was primed and ready. And yet, what I was looking forward to most was sampling some of that famous hospitality

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It’s Not How You Say It. It’s What You Say.

Recently I shot some training videos for KeyBank’s “Leading The Key Difference” initiative. I shot them with Bill Koehler, Key Community Bank’s soft-spoken CEO. Now, if you know me, you know that I’m an extrovert. EX! TRO! VERT! In fact, I make extroversion an extreme sport. But not Bill. This man is quiet. Contemplative. Calm.

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A fresh carrot dangles off of a stick.

That conversation we never got to finish

What was my recent “reward” for reaching the One Million Mile mark with United Airlines? A paper certificate. What? You thought you’d be showered with appreciation and presented with a golden frequent flyer card? Hahaha (evil laughter). Nope. That was that George Clooney movie you saw. In real life, you just get a paper certificate.

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