If they’re smart, they can turn lemons into lemonade. A Little BackgroundToday was my lucky day. When I arrived at the Post Office, I found a 5-Minute Parking spot, right on the Avenue. I tried to pull up as far as possible, because I didn’t want to block passersby from experiencing one of the biggest [...]

I’m doing a presentation on social media tomorrow for the Christian Camp & Conference Centers Association and want to highlight a few companies that are doing great things on their Facebook Fan Pages. Zappos, of course, is one of my favorite companies so I found the link to the Zappos fan page so I could [...]

Watch the video below, then read the blurb and finally, tell me your thoughts. Here’s the blurb from Dave Carroll’s website: In the spring of 2008, Sons of Maxwell were traveling to Nebraska for a one-week tour and my Taylor guitar was witnessed being thrown by United Airlines baggage handlers in Chicago. I discovered later [...]

Once again I’ve made the trek to Orthodontic Arts with two of our four children. It’s not one of those appointments that I dread. There’s free wifi so I am able to get a little work done. And tweet a little too. Look what I found: A simple little tweet about being here, and passing [...]

With the advent of social media, you tell all your friends and they blog about it and share it with all their readers. The impact is much greater! Here’s a recent example of a friend who is using Facebook to share her complaint about an Old Navy promotion gone bad. Companies large and small should [...]

If you’re in business, you’ve heard the phrase “under promise, over deliver” more times than you can probably count. After a particularly poor customer service experience at a Chinese restaurant, I even explained the concept to my 10-year old son. The ability to exceed a customer’s expectation(s) is a vital aspect of providing superior customer [...]