Customer Disservice?

Customer Disservice?

When AAA came to my Mom’s house to jump start or replace the battery in her car, and the young serviceman couldn’t find her battery, I knew something was wrong. I politely said, aren’t you trained to start batteries? He told me that every car is different. That...
Trust Not Attention

Trust Not Attention

By screaming with a megaphone, I can get the attention of a thousand people. Trust is different. You build trust, one person at a time. Trust requires creating a relationship slowly with a small number of people. You have to do more listening. Success no longer comes...
A Quiet Problem Solver

A Quiet Problem Solver

When Sam Nasserian went out to restaurants in the San Francisco area, he had one main complaint. Every restaurant was so damn loud he could never hold a conversation with friends. Was he the only person not enjoy his dining experience because of the ear-popping noise?...