One of my vendors, 800Link.com, the company we use for voice mail service, told us on a customer service call that we could reduce the amount we are paying each month, AND get a higher level of service by switching to a new plan. THAT was a value-added call.
Some might question the intelligence of the [...]

The flight attendant on my US Airways flight from Atlanta to Phoenix last week was exceptional. She appeared like she actually enjoyed her job and was happy to be serving us. She smiled and made eye contact, she regularly came by and asked if we needed anything (always a plus when getting the free drinks [...]

Speaking of the airlines, if you’ve flown anything other than Southwest lately you probably have been nickel-and- dimed (or $5 and $25’d) by the extra fees for checking bags, bad snacks, and more.
 
United expects to rake in more than $1 BILLION this year alone from these fees. Two airlines are even adding a “fee [...]

In response to my call, one of my vendors left an after-hours voice mail. He said he was on the road and picked up my message late, and would call back the next day, which he did. 
 
Nice touch. Sure, it seems small on the surface, but it’s the little things done consistently that build and keep relationships.  [...]

Do you have anyone you buy from, or anything you buy, about which you say you will buy it forever?
Do you have any customers who are so over-the-top thrilled with you that they will buy from you forever?
I had an experience that made me a "customer for life" of Maui Jim sunglasses.
First, one thing about [...]

Last month I shared a post, Little Things Mean Everything, where I shared the story of my paper carrier and the personal notes she left me that made a huge impact.
I always have advocated the use of cards and handwritten notes to stay in contact with, and thank your customers and prospects. Most people [...]

In this ever-increasingly high tech environment, with emails, texts, instant-messages, Twitters (still not sure exactly what that is) and people punching on and gazing at their cell phones every five minutes, I suggest that the higher TOUCH approach will have even greater impact.
I’m talking about the little things.
Like personal, handwritten notes.
A phone call to [...]

I am fed up with, and still amazed by how the mainstream media thrives on presenting news through negative filters.
Yesterday, when the Dow had its second biggest day in HISTORY, an online summary at MSN.com said something to the effect of , "Stocks have massive record gains; get ready for an equally massive drop on [...]

Here’s something that annoys me to no end: “service” personnel who act as if you have inconvenienced them by trying to give them your money.
For example, at a grocery store today, I placed a couple of items near the check-out scanner. The clerk, around 17-years old I’m guessing, was text messaging, apparently not caring about [...]