Category Archives: Management

Customer Service Hero: Heather ~ Enterprise Love Field

“I didn’t start out wanting to get rich. Making a huge amount of money was never high on my list. Ensuring that customers were well taken care of and that employees were happy – those were the most important things. … Continue reading

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Posted in Business, Customer Service, Extra mile, Management, Public Relations, Referrals, Success | Tagged , , , | 3 Comments

Book Review: THE CUSTOMER RULES

Lee Cockerell spent over forty years in the hospitality business including being and executive vice president at Disney and executive positions with Hilton and Marriott. This book, THE CUSTOMER RULES: The 39 Essential Rules for Delivering Sensational Service is a … Continue reading

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Posted in Book Reviews, Business, Customer Service, Leadership, Management, Sales | Tagged , , , , , , , | Leave a comment

Book Review: FRED 2.0

There really aren’t a lot of books that should be on everyone’s “must read” list when you consider how varied our interests are. Sure, if you like biographies you simply can’t miss Carl Van Doren’s 1938 Pulitzer winner on Benjamin … Continue reading

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Posted in Book Reviews, Business, Commitment, Customer Service, Leadership, Management, Public Relations, self improvement | Tagged , , , , | 1 Comment

Book Review: THE SUPERMANAGER

Mentoring allegories have long been a favorite of mine. I believe writers are able to convey great points using this technique and make a story interesting, even if not always totally believable. I also believe some of the great lessons of … Continue reading

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Posted in Book Reviews, Business, Coaching, Management, Mentoring, Team Building | Tagged , , , | Leave a comment

The World is a “Customer Service” Stage

“Choose to give amazing service to your customers. You’ll stand out because they don’t get it anywhere else.” ~ Kevin Stirtz Over the weekend I was reading a book about customer service penned by a former director of Walt Disney … Continue reading

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Posted in Customer Service, Management, Sales, Self Storage | Tagged , , , | 1 Comment

Book Review: ALL IN: How the Best Managers Create a Culture of Belief and Drive Big Results

I recently changed jobs. I’ve gone to work for a small company that is in the midst of that painful stage of going from a “mom & pop” type business into a full-fledged up-and-coming stalwart in our industry. Anyone who … Continue reading

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Posted in Book Reviews, Business, Culture, Leadership, Management, Team Building | Tagged , , , , | 4 Comments

Book review: ESTABLISHING A SYSTEM OF POLICIES AND PROCEDURES

Timing is everything. This bit of truth can sometimes bring with it, a sadness. Such is the case for me when a quite well-written book is simply outdated by technology. I’m quite sure ESTABLISHING A SYSTEM OF POLICIES AND PROCEDURES, … Continue reading

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Posted in Book Reviews, Business processs, Management, Policies & Procedures, Self-Publishing | Tagged , , , , | Leave a comment