Four customer service reminders from my friendly Alaskan tour guides

Yes, tour guides. You see, I had been carefully watching our tour guides as we went on helicopter rides, bus trips, kayaking outings, and whale watching tours. And, I noticed a clear difference between the ones who got tips and the ones who didn’t. The ones who got the tips followed a distinct pattern of four actions: know your stuff, treat ‘em like kings, really get into it, and have a personality. The ones who didn’t get tips, well, they were boring.

Explore.

These are a few of the more 1,000 photos Dan and I (well, mostly Dan) took in Alaska last week.  I’ll be sharing more about my thoughts from Alaska soon. What you are doing to explore?

How to get what you want

While at a conference last week my new friend Alison said, “I wish my office could get new CRM software. There’s just no way my boss would let us though.” “Why not?” I asked. She huffed and rattled off a couple reasons, like cost and her boss not seeing a need to change. “So, have you actually talked [...]

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