I love companies with slow computers

How much money do you waste by making your staff wait for computers? For slow networks? For slow internet? For slow computers? How hard do you make it for them to get their work done? How many times has a hotel desk clerk apologized to you at check in time because their computer was not […]

Earning Return Business, Part Four: Confidence

In our last three conversations about earning return business, we tap danced around something that is at the core of getting people to repeatedly come back to your business without a second thought of going somewhere else – Confidence. Confidence is personal As their confidence rises, people have this interesting way of insisting that others […]

Consistency drives word of mouth business

Last week, my wife and I went to a place we’d been looking forward to for some time. ¬†Our 31st wedding anniversary dinner was the perfect occasion to try a new (to us) place, so we went to a local Cajun restaurant whose entree price ranking is $$ and name includes “Orleans”. Long time readers […]

Pivots make customer service personal

It was Saturday so my social calendar was in full swing. Earlier today, I met a friend for lunch and barley pops at a place that has a sunny, well-lit dining area perfect for the first sunny day in a long while. After being greeted as we sat down, no less than five different wait […]

How do you know which customers want to be an insider?

This past weekend, I checked off two to-do- list items with one visit to @OnyxCoffeeLab. First, I was looking for a good locally-owned place to sit, sip and write. A coffee shop. Second, I was meeting with the founder of a @StartupWeekend-born startup to discuss how it would go forward. It started off nicely enough […]

Hooters, standards and politics

No matter how you feel about Hooters restaurants, it’s clear that at least one of them doesn’t appreciate the behavior that San Diego’s mayor is accused of. While I think it’s a smart use of the news – particularly in Filner’s San Diego, it will be interesting to see how their customers react. What do […]

Help them help you

During a recent road trip, I encountered this sign in a rest room entryway at an Oklahoma Turnpike rest stop. Below the sign was a standard wall light switch. While I didn’t test it and hang around to measure response time, it’s a nice idea that allows customers to help a business’ staff become aware […]

Six simple questions about your website

photo credit: milos milosevic I received these questions in an email from Tony Robbins last year. The premise was to ask if you could answer these questions without doing a bunch of research, much less if you could answer them at all. How many visitors come to your website per month? How many of those […]

How to Win The Three Inch Tourism War of Words

When I’m on the road, I always take a look at tourism brochure racks. Take a look at this rack in the Havre Montana Amtrak station. It’s a typical floor-standing tourism brochure rack that you might see around your town or at the local chamber of commerce office. I took the photo at this height […]

Can you find the quality in this kitchen? It isn’t the bacon.

Photo credit: Chicago Serious Eats People send me bacon links and/or bacon photos on Facebook almost every day. I’m not sure what started it. You’d think they see me around town with a fistful of bacon all the time (they don’t, I rarely have any) but it’s entertaining nonetheless. Today, I found my own link […]