Make or Break Moments

JANUARY 1, 2010

Last year I selected three words, which were Bite, Charge and Follow-Up. And I was successful! This year I am taking a more positive approach For several years Chris Brogan has started each year with a focus on three words. This year Chris has selected Eco-systems, Owners and Kings to focus on for 2010.

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Make or Break Moments

AUGUST 18, 2010

and I decided it would be fun to have a meet up with other bloggers in the area. Mocha Joe’s Coffee Shop (formerly Arabica Coffee) has graciously hosted our meets up without a fee or fuss. It started a little over three years ago when Chris Brown of Marketing Resources and Results , Inc. The one constant? The location.

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Make or Break Moments

MARCH 17, 2010

“I’m afraid to speak up&# “Management doesn’t listen to us&# “They don’t tell me what I need to know to do my job&# I love the irony of the first two – you are afraid to speak up, but if you conquer your fears and speak up it doesn’t matter because they aren’t listening anyway.

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Make or Break Moments

JULY 27, 2010

This past week I asked the question – how do you say thank you without using the words and Patrick Hazlewood had an awesome answer: Although every interaction with the customer is part of the “sale&# or “sale process,&# including post-sale follow-ups or customer service responsiveness, not everything must be a sales pitch.

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Make or Break Moments

JANUARY 12, 2010

In the first episode an executive from Waste Management works on the front line, picking up trash, cleaning toilets and may even end up getting fired! The premise is a good one, my hope is that in future weeks we’ll see executives meeting their actual customer face-to-face.

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Make or Break Moments

JUNE 4, 2010

I set up a Wordpress.com blog and with the exception of the $9.95 A great way to make it easy to be found on the Internet is to have a landing page that people can visit that will showcase all of your web activity. The cost? It was almost free. at Name Cheap to buy my name, it just cost me the time it took to put it together.

Customer Service 100

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Make or Break Moments

MARCH 9, 2010

They use technology to allow service men and women to deposit checks no matter where they are stationed. They have created a company that puts the specific needs of their customers first. I was especially intrigued by what the article refers to it as their Secret Sauce.

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Make or Break Moments

MARCH 15, 2010

Just like the One Minute Manager and Who Moved My Cheese , the book is set up in a story format to share the great insights of the author. ’s new book Peaks and Valleys. ’s new book Peaks and Valleys. ’s new book Peaks and Valleys.

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Make or Break Moments

JULY 9, 2010

Big main frame machines that took up an entire room in a company, cost millions of dollars and required special cooling so they didn’t over heat. is celebrating their 35th year in business. is celebrating their 35th year in business. Maybe that doesn’t seem like a lot of years for some businesses but they are a computer company.

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Make or Break Moments

JULY 19, 2010

It was simple to set up the account and post the job and before long I had 40 people apply for the job. So throwing out the high and the low, I started to look for people to interview. I sent emailed interview questions. Hourly rates ranged from $2 and change to over $46. Candidates were from around the world.

Cover Letter 100

Cover Letter Customer Service 2010 2009 100

Make or Break Moments

MARCH 22, 2010

It makes me think of my customers. If I mess up and don’t deliver as promised – do I at least make sure the resolution is a good experience? If I bite off more than I can deliver – do I own up or hope they don’t notice? Or do I wait for them to call, hoping they forget?

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Make or Break Moments

FEBRUARY 8, 2010

Earlier today I posted a follow-up article on the situation – [link]. I’d be interested in your thoughts regarding the latest information. All the best, Dennis Add A Comment home top Site Information © 2010 Make or Break Moments Ministry Free Theme by eGrace Creative.

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Make or Break Moments

JANUARY 21, 2010

Or maybe your start-up story is ordinary, but how you came to focus on a particular product or service is unique. But this time I want to share the story of Johnnie Walker in their historical, yet extremely creative video called “The Walk&# which chronicles the history of one of the greatest adult beverages known to man.

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Make or Break Moments

AUGUST 9, 2010

We didn’t grow up together. Our kids weren’t in soccer together. We didn’t work at the same place. Bekah was the friendly, neighborhood cashier at Drug Mart. That’s where we met – at register 5.

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Make or Break Moments

JANUARY 4, 2010

Two enthusiastic thumbs up. They are creating separate pages for each product with a “one-page simple explanation of each specific product…Forget jargon-filled ads and book-like bank documents; the bank of the future needs to cut straight to the point.&#

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Make or Break Moments

MAY 4, 2010

I was there with 17 others from Norma Rist’s Rist List group of women-business owners (8 of us pictured above) and so we split up and attended different sessions than came together at lunch and dinner to share what we’d learned. It was hard to choose which sessions to attend.

Customer Service 100

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Make or Break Moments

JANUARY 20, 2010

We need to do the same thing with our customers. Of course that means we have to engage them in conversation – exit interviews – follow up surveys or phone calls to ask about the service and experience and then listen for patterns. Customer complaints are another great place to look for patterns.

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Make or Break Moments

JULY 13, 2010

How do you pick up the conversation from there? The conversation is going along just dandy and then you ask a question – they say nope can’t help you – and you are left with this awkward silence. You might ask “well, do you know someone who can say yes?&# Why not be that person?

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Make or Break Moments

JUNE 28, 2010

In my interview with the vice president of stores, Peggy Deal, I asked “how will you know you’ve selected the right person for the job?&# “When they start coming to you for the answers instead of me.&# People from the mail room up to and including the president, would stop by for a snack and a chat.

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Make or Break Moments

MARCH 17, 2010

It started with a bad experience and when he called to complain and went up the chain of command he had his first encounter with John Fleming. He cracked up laughing and called to share the ironic experience with his new best friend the GM. He used that free night in Chicago; the room spectacular – the bathtub – dirty.

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Make or Break Moments

JANUARY 29, 2010

If we find out something new and exciting – we should keep it a secret so that we have a leg up on our competition. Yet isn’t there some value in sharing what we’ve learned so that we can all become better in business, better using social media, better with our customer relationships?

Learning 100

Learning Customer Service 2009 Social Media 100

Make or Break Moments

APRIL 15, 2010

As the news hit that we were in for tough economic times I asked the question “will the economy have an impact on the dollars you spend for customer service training?&# He challenged us to grow. “Hit 100 members and we’ll meet up.&# Paul Douglas of UBS decided to start a local group in Hudson, Ohio.

Customer Service 100

Customer Service Social Media 2009 2010 100

Make or Break Moments

DECEMBER 21, 2009

The purpose of your website should be to get the reader to take a predetermined action: pick up the phone, send you an email or fill out a contact form. Make sure your website is doing its part to capture the reader’s attention and get them to pick up the phone so you can do your magic.

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Make or Break Moments

APRIL 11, 2010

Crack me up. “Yeah, before it was just lip service but now we really mean it.&# Another employee came up and heard our discussion. “Yeah, Tom is right, if we don’t put customers first we could get fired.&# Oh, there’s motivation for you. So I asked him – how long as that been the slogan?

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Make or Break Moments

JANUARY 16, 2010

I wanted to go to watch them last night but something came up. Tags: customers shoes , making it easy to do business , Marcelitas , reading glasses , The Reunion Band Dan Griffin said, Hey DCB. Did not know you were a Reunion Band fan. I went to HS with those guys – there were a year or two ahead of me.

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Laughing all the Way to Work

JULY 12, 2010

© Copyright Patricia Robb 2010 12 July, 2010 Admin in the Spotlight: Interview with Lynn Holgate, 2010 Stevie® Award winner Lynn Holgate, an Executive Assistant at High Performance Technologies, Inc. Admin in the Spotlight: Interview with Lynn Holgat. 411 Look Up 411.ca Lets enjoy our day together.©

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2010 Interviewing Time Zones IAAP 100

Make or Break Moments

MAY 20, 2010

I’d come early to watch the warm ups and stay for the game. I had been inspired by Bench’s baseball career and read his book Catch You Later which also offered up some pretty encouraging thoughts that helped me through that rough patch. He’s got to ride that nag till it drops.&#

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Make or Break Moments

MARCH 11, 2010

Oh my goodness – the two groups were shocked to discovered their opposite approaches and all of a sudden the conversation got derailed with people offering up times when they struggled to effectively communicate. I couldn’t have planned it better. » makeorbreakmoments.com said, [.]

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Make or Break Moments

DECEMBER 16, 2009

One person was behind the desk, I was no more than five feet away and talking to her when she picked up the phone and called a vendor, totally ignoring my presence. I assume the purpose of Internet marketing is to create sales. I walked into the small store. Lesson Learned: One way to create sales is to get people into the store.

Customer Service 100

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Make or Break Moments

JULY 28, 2010

It is like the guy in the bar that comes up and says “haven’t I seen you somewhere before?&# “Your sales approach is offensive given the sensitive nature of your product.&# “Oh.&# I am still not sure if this was a prank. Or his first day on the job. Or just his approach. And you are like – really?

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Make or Break Moments

JUNE 24, 2010

Full disclosure or as Kathleen says “transparency.&# If our customers see we are being up front and honest – they will trust us and remember, people buy from those they like and TRUST. Do you invite your customers to be trusted investors in your relationship? Do you convey your value?

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Make or Break Moments

FEBRUARY 23, 2010

But before I could pick it up and delve into the latest Tiger Woods, Bragelina, Brittany scandal, my eyes fell upon a scrapbook/photo album. Expecting a typical auto repair store with worn carpet, car and truck magazines and ugly metal chairs I was pleased to walk into an inviting waiting area; warm, clean, comfortable.

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Make or Break Moments

JANUARY 5, 2010

Companies need to quickly get on board with reading what is being said about them on line – hopefully it is ALL GOOD – but on the off chance it isn’t, Twitter will become the fastest, easiest, most visible way for companies to “nip it in the bud&# and show consumers they are on top of their customer service.

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2010 Customer Service 2009 2008 100

Make or Break Moments

JUNE 4, 2010

The guys who just plod around the office corridors, just turning up for their paycheck… Well, those guys don’t have a prayer, poor things. I look forward to meeting other such passionate individuals at the up coming Linchpin event and I would encourage you to find an event or host one yourself this coming June 14th.

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Make or Break Moments

SEPTEMBER 3, 2010

My daughter finally made her selections and I retrieve my checkbook only to discover that I can only write the check for up to $40 of the purchase. “It used to be $75 but the bad checks were so much that the company said we can only take checks up to $40.&# Anything over that, I will have to find another method of payment.

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Make or Break Moments

JANUARY 29, 2010

I should be wrapping things up – preparing for a girly weekend with my middle schooler, but no. Using the social media I so strongly believe in – I set up registration for all four classes on Events Bot. Sign up for my class and get charged an unexplainable shipping and handling fee of $19.80. It’s Friday.

Social Media 100

Social Media Customer Service 2009 2008 100

Make or Break Moments

MAY 6, 2010

Hamwi noticed that a nearby ice-cream vendor ran out of bowls to serve to his customers. Most people would have sniffed, “Not my problem,&# perhaps even hoping the ice-cream vendor’s misfortune would mean more customers for him. He helped his neighbor – and, in the process, made a fortune.

Collaborate 100

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