Blog Postings

Is the reaction of your customers and prospects when it comes to the customer service aspect of your business- ‘blah’, or “Black Tie”? Let me explain with two real-life scenarios to give you a better idea as I just experienced both of these in one day. The “blah” type of service — My wife and […]...

Are you a FIT Leader or a Four A’s leader? On paper, both of these acronyms seem right. I mean, who doesn’t want to be “fit” as a leader? To some that could mean that you are prepared, qualified and competent to be a leader for your organization. But if I were you, I would much rather […]...

There are a number of ways to ensure customer satisfaction for your customers.  One of the most overlooked ways is with our ears.  Are we hearing our customers or are we listening to them?  This could be a difference between “customer service” and customer experience”. What is the difference between hearing and listening?  According to […]...

Are you a FIT Leader or a Four A’s leader? On paper, both of these acronyms seem right. I mean, who doesn’t want to be “fit” as a leader? To some that could mean that you are prepared, qualified and competent to be a leader for your organization. But if I were you, I would much rather […]...

At times in this day and age, I am starting to wonder.  Let me explain.   Do we choose to live in the land of “Lack of”?  It is an easy land to live in because everyone is very busy, and they really don’t care what you do, as long as it doesn’t affect them.  […]...

In describing the Black Tie Customer Experience in my seminars, I tell people it is the combination of two mindsets. Every customer is treated with – Class, Prestige and Importance Every employee feels more – Confident, Empowered and wanting to make an impression that lasts. That is exactly what happened to me this past weekend.  […]...

Pitney Bowes released a white paper a few years ago in which they surveyed 1,000 consumers in five countries – UK, US, France, Germany and India – to discover what business related behaviors they considered to be rude.  They titled it “The New Rude” as it deals with how we behave inside and outside of […]...

“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”                                                                    Maya Angelou What a profound quote for business today and creating the Customer Experience. This is what our Black Tie Experience training is all about. No […]...

In seven to ten seconds, the question above is usually answered.  Not out loud, but subconsciously.  Our brain is a wonderful instrument that really directs the decisions we make about people, products, places, you name it. In that seven to ten seconds there are synapses firing off in our brain asking us-  Is this person […]...

What does the combination of poor behavior choices and a tarnished brand get you today? If you are in the NFL, a demotion from a job that only 31 other people hold! Starting quarterback position for the remainder of the year (promotion), to being benched to 3rd string (demotion). You don’t think soft skills and […]...