Category Archives: WOW Words of Wisdom

Post phrases that inspire you!

Leadership Structure: Hierarchical or Flat? Don’t Go Overboard Either Way

Back in the 1970s, a new concept called “flattening the organization” was introduced, which eliminates much organizational hierarchy and helps people at all levels collaborate and contribute on projects. It came about as a result of excessive levels of management … Continue reading

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Employee Engagement Is More About Leaders Than Employees

Much of employee engagement depends upon leadership engagement; it’s a two-way street. In fact, it may be even more of a one-way street from leaders to team members than the other way around. So often when I talk to leaders … Continue reading

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3 Tips for Creating WOW Customer Service Through Organized Systems!

How bad is it that our lawn service company came by recently and knocked on our door to “sell us their services” because our lawn was in such bad shape? First, it’s unreal that our lawn looks this bad. Second, it’s even … Continue reading

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WOW Customer Service – What’s the Right Choice?

Choice #1: Call late or no show? The plumber The appliance repairman The paver installer The house painter The tile installers The furniture delivery/installation crew Almost all of the above tradesmen have been a “no-show” on us. One came at … Continue reading

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The Nuances That Create Customer Service… or Customer Nightmares

With all the customer service knowledge, advice, articles, blog posts and other tools out there available for us to use, you’d think customer service would be improving as a general rule. There are “pockets” of exceptional customer service, with some companies doing an … Continue reading

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The Crucial Difference Between Being Accountable and Taking Ownership

Many people either consider the terms “Being  Accountable” and “Taking Ownership” interchangeable, or they forget about taking ownership altogether and focus only on holding people accountable for their actions and goals. But there are some very subtle (and highly important) differences between … Continue reading

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The Anatomy of the WOW

Whenever we talk about WOWing our customers, it’s easy to just say, “That was a WOW” or “That was an OW,” without breaking an interaction down into all its elements and every touchpoint along the way. It’s almost never a simple case of … Continue reading

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Are Your Salespeople “Practicing” on Your Prospects?

One of the things we stress for anyone who wants to create a WOWplace is giving people the proper tools and training to succeed at the highest level in their jobs. This is true for every position throughout the company, but probably the … Continue reading

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7 Ways to Show Respect – by GOING FIRST

When it comes to respect, I have two words for you: GO FIRST We all want to be shown respect; it’s a natural human condition. However, too often when we hear about respect (or a lack thereof), it’s because someone is … Continue reading

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New Year Resolutions… Why Don’t We Just Do Them Already?!

As all of us know, many people make New Year resolutions each January 1st… and most break them by February 1st (if they last that long)! I myself have been guilty of all of the above (more than once)! I’m … Continue reading

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