I fly a lot. So I encounter many of the good folks who keep our airplanes and airports remarkably efficient, given the number of flights, people, and bags that run through a major airport on any given day. Since I’ve moved to Sugar Land, Texas, I now wind up on more Southwest Airlines flights in […]
Tag Archives: customer service
Enabling Someone to Do the Right Thing
If you travel as much as I do, you’re bound to be a frequent customer at the dry cleaners. Since my move to Sugar Land, I found a cleaning business conveniently located on my way to work; they are very efficient and have been a delight.However, upon closer inspection, a shirt of mine was damaged […]
It Was My Fault and I Quit AVIS Anyway
As a frequent traveler, I get the opportunity to accumulate travel award points. This summer, while in Colorado to teach at the Graduate School of Banking at the University of Colorado, I rented a car so I could travel up to the mountains to fish and visit with friends. Since I had many American […]
What True Leadership Looks Like
On a hot and humid Saturday in Houston, Texas, I was honored to facilitate offsite strategic planning for Cy Fair Federal Credit Union. Cy Fair is a former education-based credit union, transformed into a community CU charter, but the board substantively consists of current and former educators and administrators. The CEO is Cameron Dickey, and […]
Branch of the Future? I Hope Not!
I was in Atlanta, Georgia, for a series of business meetings, and happened to be at a trendy restaurant near the Federal Reserve Bank in Midtown. My breakfast meeting was ending, and as we were discussing the state of branch transformation in financial institutions, my guest suggested I check out the new Bank of America […]
Reverse Brainstorm To Great Insight
In July, I teach two weeks at the Graduate School of Banking at the University of Colorado (GSBC). One of my students once showed me a great video called “7 Ways to Maximize Misery.” The idea is to get people to focus on happiness by showing how absurd it is to embrace being miserable. I […]
If You Are Going to Provide Digital Service, You Better Take it All the Way
As a speaker, consultant and strategic facilitator, I fly a lot. Advancements, such as mobile apps, allow quick and decisive decisions and have certainly improved this experience. There are even options where I can self-select to generate alerts to let me know about key events such as “my flight is boarding.” These alerts can be […]
Creating New Tricks Using Traditional ‘Old Dog’ Marketing Concepts
In my search for transformational growth in the financial services industry, I am constantly on the lookout for innovative activities. The majority of my keynote speeches still revolve around some type of branch transformation. And one of the biggest elements of the transformation needed in the branch is the transformation of the people working there. […]
You Got to Know When to Fold Em …
It is always a crapshoot answering your mobile phone from a number that you don’t recognize. In one particular instance, what I thought was a phone call from a recently signed client, turned out to be a cold call from an organization that had reached out to me via LinkedIn previously. Their LinkedIn message had […]
Grounded Again … But Delta Comes Through In the End
On Wednesday April 5th, I delivered a presentation on Retail Branch Transformation at a New York Bankers conference in Syracuse, NY. Everything went great, there was a big crowd and the presentation was well received. Then it’s back to the airport to fly back to Tallahassee and a drive back to Valdosta, where I was […]