Articles

I couldn’t believe Carlos had never waited on us before. We go to Gloria’s - a regional South American / Mexican food restaurant - probably once a month-ish. (Their steak fajitas are on point, …

[Read more...] about What Good Customer Service *Feels* Like

The customer service bar is so low these days... My 3-year-old could hop over it on one foot. Surely I'm not the only one seeing this. Have you noticed how great customer service just… isn’t …

[Read more...] about The Customer Service Bar is *so* low these days…

I recently onboarded a new client who was complaining of people in their market “shopping around” for vision correction. People who didn’t seem serious. Only asked about price. Didn’t want to book …

[Read more...] about Sick of prospects “Shopping Around”? Read this…

We’re not at batting practice anymore, Toto… A strange thing happens when a practice gets their marketing dialed in. (I’m helping a client work through this now, and it's always a good …

[Read more...] about This is not a bug of good marketing. It’s a feature.