Is Great Customer Service an Oxymoron?

You may have heard me talk in Episode 069 about how a certain airline could have handled a delayed flight if they made Customer Service a priority.  So many of us have experienced frustration with poor Customer Service.  And the most ironic is when we call and get into an endless loop of voicemail hell.   “We’re sorry.  We seem to be experiencing unusually high call volumes right now.  The next available agent will be with you shortly.”

(c) AdobeStock Photo

(c) AdobeStock Photo

Sure.  And it actually takes 20 more minutes while that recording repeats at least 10 times.

I Want to Hear From YOU

Happy almost-2016!  You may be taking time with family, thinking about the year that is almost over, and planning the year ahead. I am too.

(c) Dollar Photo Club

(c) Dollar Photo Club

I've created a short survey so I can hear what's on your mind and heart.  What brings you joy…and what leaves you in a cold sweat.  I want to know how to better serve you in the coming year.

Would you take a few minutes to fill out the survey?  By doing so, you will help me to help you.  How?  Because you will help me make my content even more interesting and relevant to you.

The survey is anonymous.  I won't be able to tell if you responded or not.  So even though I won't know who said what, I want to hear your voice.  Your voice matters.  So let it be heard.  There are only a few questions, and it should take less than 3 minutes to complete.

Yes! I'm happy to help. Take me to the survey.

The survey will be open until January 7, 2016.  I'll compile the results and report the findings in a blog post.  As always, if you want to reach out to me directly for any reason, go to the Contact Me page.  Comments are also welcome below.

Thanks in advance for your help, and have a happy new year!


Dealing With Expectations Part Two: Life

What do you expect from life?  Unrealized expectations haunt many of us, particularly when we hit middle age and beyond.  Perhaps you expected to rise to the top of your profession and haven’t.  Or you thought your marriage would be perfect and it isn’t.  Or you thought you would sail through your kids’ teenage years, and then the ship sank.

(c) 1stGallery/Thinkstock

Most of us have unrealized dreams.  Some may be fulfilled later, and some may never become reality  If we EXPECT life to work the way we dream, we can go down hard when it doesn’t happen. 

Lessons from the UConn Huskies Basketball Champions

The University of Connecticut men’s and women’s basketball teams won their NCAA basketball championships this year.  The women were undefeated in the regular season, dominating much of their competition.  The men’s team started more slowly, and progressively improved until they peaked right at the time of the tournament.  Despite being in a league with less competition and name recognition, the Huskies prevailed.  The men overcame not only the odds but also most people’s low expectations to win the National Championship.  A truly inspiring story.

(c) Ingram Publishing/Thinkstock

(c) Ingram Publishing/Thinkstock

The teams have been successful for several years.  Including this year’s championships, the men have won  four championships, and the women have won nine.  As a Connecticut resident, I have watched these teams go from obscurity to major success.  I am proud of these men and women, and proud of their coaches.  Here are three things that we can learn from the Huskies continued success.