James Sorensen

Following Up Turns the Tables

A friend of mine recently catered a home party for a regular client and received a gratuity that was not as generous as in...

I Didn’t Want to Say Anything But

Ever talk to a customer and at the end of your conversation they say those words "I didn't want to say anything, but…" The customer...

Giving to Customers Throughout a Lifetime

I can reflect back to a book that was read to me as a child called " The Giving Tree" by Shel Silverstein. To...

I’ll Return Your Call as Soon as Possible

That’s the phrase I run across frequently when calling a business and getting someones voice mail. What exactly does it mean? When is soon...

Investing in Customer Service Starts with Employees

Investing in employee’s is key to consistently deliver expectational customer service. Improving service quality and productivity can be achieved by improving employee...

Netflix delivers up and beyond expectations

Over the weekend when I opened my mailbox I found a plastic bag with part of a Netflix envelope and no DVD. A note...

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