How To Speak Fluent Wow - Customer Experiences Focus On Details

How To Speak Fluent “WOW!” | Customer Experiences Focus On Details

I had a very early morning, first-time doctor appointment recently inside the KU Med hospital that sits in the middle of a massive campus of medical office buildings in mid-town Kansas City, MO. When I entered the building closest to where I parked, I asked at the information desk if I was headed in the[…]

5 Tips For Creating Delightful Surprises For Your Customers

The moments of happiness we enjoy take us by surprise. It is not that we seize them, but that they seize us.  – Ashley Montagu While enjoying a cup of coffee at my neighborhood McDonald’s, I noticed a very young boy, maybe 4 years old, sitting with his mom just a couple of tables away[…]

Steven Iwersen Porcupine Header

Business Leadership: How To Win Over Prickly People.

On a recent episode of “Ron Ruth Presents…” for  DJNTV, I had the pleasure of speaking with Steven Iwersen, CSP, keynote speaker and relational leadership expert about his best selling book, “The Porcupine Principles! How To Move Prickly People To Preferred Outcomes.” “The Porcupine Principles!” is a realistic and practical approach on the how-to’s of[…]

Five Best Times To Thank Your Customers

We’re all taught at a very young age the importance of being polite and saying, “thank you,” when someone has done something nice for us. That acknowledgement of gratitude becomes one of the first habits we learn as kids. Yet in business, saying “thank you” is so often forgotten or undervalued.   My wife, Deb,[…]

ICYMI Voters Approve Law To Fire You

ICYMI: Voters Approve Law To Fire Service Providers

In case you missed it, during this past mid-term election cycle in November, 2018, voters overwhelmingly approved a law that will affect service providers across the country. In a nutshell the new referendum that takes affect at the end of this year gives consumers the ability to terminate or void a service provider’s contract if[…]

Company Culture Leaders Lead The Way

Company Culture | Leaders Lead The Way

A friend of mine told me a story about his wife and their 3-year old daughter, Emily, grocery shopping. As the story goes, Emily was riding in the kid seat of the cart that her mom was pushing. As they rounded the end of one aisle to make their way up another, Emily’s mom narrowly[…]