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Based on the AMERICAN CUSTOMER SATISFACTION INDEX (ACSI), customer satisfaction with personal computers of all types (desktop, laptop, and tablet) is at an all-time high of 80%, up 2.6% from the 78% score of 2010 and 2011. Part of the … Continue reading
Paula Cole’s next album will be an independent release entitled, Raven, and she is raising the production money through fan pledges. For me, Paula’s live performances are emotional and very personal. Saw her perform at the World Cafe in Philadelphia last … Continue reading
Most conference centers are designed to accommodate seminars, registration activity and the usual business networking. I rarely see a piano in a conference foyer. So, imagine my surprise when I found a beautiful, white baby grand piano just outside the … Continue reading
Last week, a group of candid and courageous trade school students at Laney College in Oakland, California taught me an interesting lesson. How? Keep reading. It all began years ago, when I met Nick Kyriakopedi, Laney College’s HVAC and Electrical … Continue reading
This week, I will be speaking at the Mechanical Systems Week conference in Chicago. My speech title is Service Managers: Keep The Bar High. To watch a preview, click below.
The August issue of Contractor Magazine features statistics from our survey entitled: What Contractors are Really Saying About Trade Schools. Click here to download the complete survey. See the Contractor Magazine cover here.
What are Absolute Extremes? They are words such as always, all, never and every. These words are almost never accurate and they can confuse customers and fuel confrontation. The best strategy is to avoid using Absolute Extremes. Here are a … Continue reading
Compiling 30 year-old photos into a high-tech collage can be fun. I used Animoto to create this 30 second compilation. Enjoy! Click on the link below. Steve-animoto_video
How can this be? ManpowerGroup, a world leader in the workforce solutions, reports that 49 percent of U.S. employers are experiencing difficulty filling mission critical positions within their organizations. According to the more than 1,300 U.S. employers surveyed, the positions … Continue reading
The June issue of HVACR Distribution Business Magazine published an article about the skyrocketing sales of my Customer Service Handbook. To read the article, click here. Learn more about the book by clicking on the below image. Article excerpt: “Regarded by … Continue reading