Chip Bell

Who Sized Your Customer Hat?

There is no one on the planet smarter than an eager beaver just back from a best practices conference. When my dad encountered...

Service Leadership in a Floodlight

The new billboard proclaimed the El Casa de Adjetivo on 2nd Street as having the best Mexican food in the area. We had...

Could You Offer a Service Experience Guarantee?

Lifetime warranties are a common feature in the product world. These covenants essentially say "we guarantee that the object you bought will work...

“Your Service Sucks!”

Some of us are still reeling from the political season of hyperbole. For months we listened to the scream of the media and...

The Service Side of Loss Leader

Loss leaders are those marked-down-below-wholesale-cost items designed to lead you into the store. For example, if milk is normally $4 a half-gallon and...

Customer-Centric Crisis Management

On January 28, 1986, the world watched in horror as the Space Shuttle Challenger broke apart 73 seconds into its flight, leading to the...

Who Are Your Service Guardian Angels?

It was a tragedy of errors! My cousin's daughter underwent major surgery for a rare and aggressive stomach cancer. Unable to get...

Service with a Back-Up Plan

I love Faconnable! Not only do I enjoy their high quality apparel, I value their over-the-top customer service. And, one of my...

Naughty or Nice? Your Customer’s Checklist

Santa Claus is in your neighborhood; just like your customers! And, according to the holiday song, Santa is making a list and checking...

Service and the Art of Grilling

Holidays are excellent times to sharpen your grilling skills. I am an avid steak griller. When entertaining guests, it is important to...

Where Are Your Service Exits?

Hide and go seek is a game every child knows. When I was growing up on a large farm we took that game...

Serving with Pride

Today is the day we cerebrate our veterans. I am a veteran and served as an infantry unit commander in combat with the...

The Fall of Summer

Fall leaves are a lot like customers. They typically don't depart simply due to the lure of a competitor like gravity invites a...

Are Stupid Rules Hiding In Your Organization?

When Alexander II was the Czar of what is now Russia in the mid 1800's, he looked out of his palace window and observed...

Great Service is Summer Camp

We are just beyond the season of summer camp! My eight year old granddaughter, Kaylee, went to her first overnight camp in July...for...

You Are Not an Island

It all started with a missing sub-woofer speaker cord. I had purchased a set of high end stereo speakers which the new receiver...

The Storm of Customer Discontent

Sitting by the window on the top floor of a high-rise Dallas hotel provides an amazing panoramic view. Weather becomes up close and...

Taming a Service Volcano

Working in Nicaragua I was surprised to see active volcanoes with large craters and smoke seething from their peaks. Volcanoes usually offer a...

The Power of Customer Forensics

Columbo was a wildly popular television series in the 1970s. Peter Falk portrayed Lieutenant Columbo, a seemingly uninformed and disorganized investigator attempting to...

Panning for Service Gold

A fun activity for my grandchildren when they visit my North Georgia weekend home is panning for gold. The sand comes from a...

New Posts