by jamie | Nov 24, 2025 | Empowerment
Are you headed to someone else’s house this holiday season? Making a great first impression as an invited guest will bring joy to the host and will ensure you receive a repeat invite. Here are my “Five Diamond” suggestions to be sure you stand out in a positive way....
by jamie | Oct 29, 2025 | Customer Experience
True or false? Service recovery should involve a scripted and automated reply. Service recovery should require the customer to do extra work. Service recovery should leave the customer without a solution. I had been waiting six months to see a new doctor...
by jamie | Sep 17, 2025 | Uncategorized
The start of third grade has been trickier to navigate for my 8-year-old daughter. She now has homework. Everyday, Monday through Thursday. At first she was very excited. Then she began to question its purpose. “Reinforcement”, I said. “It reinforces what your teacher...
by jamie | Jul 16, 2025 | Uncategorized
When it comes to customer support, a human who promptly answers the phone, expresses empathy and provides a swift solution is all that we need. Right? Recently my family ordered Guess Who?, the board game first released in the United States in 1982. It was a staple in...
by jamie | Feb 27, 2025 | Customer Experience, Employee Engagement, Moment of Truth
Human nature tells us to avoid long wait times and to seek out opportunities where we can receive quick service. For example, we’re told to: · Avoid a bank on a Friday afternoon · Avoid the...
