“We were very fortunate. We lost everything in Hurricane Irma.” That’s not something you generally hear after a disaster, but one that smart business owners are adapting and adopting – adapting to changing conditions and adopting a great new … [Read more...] about Turning gloom and doom into business opportunities
customer service
How to stop bleeding customers
A tale of two stores Recently, I was on the hunt for a specialty item I didn't know much about, but had to buy. I walked into Store 1. It was dark, cramped and grubby. I stepped up to the counter and waited for assistance. And waited and waited and … [Read more...] about How to stop bleeding customers
Why companies fail at customer service
When I was the president of the local chamber of commerce, I thought it would be a wonderful idea to do workshops and seminars on customer service. After all, Key Largo, Fla., is a major tourist destination and the competition for dollars is fierce … [Read more...] about Why companies fail at customer service