Leadership

5 Steps to Create More Amazing Moments with Your Customers (and How to Recover from Awful Ones)

Customer service is defined by moments. We all know that. Perhaps no one knows it better than Morton’s The Steakhouse, though. A couple of years ago, Morton’s created an amazing “moment” when a gentleman named Alex from Morton’s Hackensack (New Jersey) met Peter Shankman at the airport with “a 24 oz. Porterhouse steak, an order of …

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The Greatest Gift: What They REALLY Want for Christmas

  “The most wonderful time of the year” is here, marked by scrumptious dinners and desserts, snowmen, ribbons, lights, ugly sweaters — so many good things — and… STRESS!  I was just talking with my mom a couple of days ago and she outlined their schedule for the next few weeks: This weekend we’ll do …

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The Power of Negative Feedback — It Stings and It Sticks

Negative feedback stings. No way around that. But not only does it sting; it sticks. Recognizing that, we can better manage the negative feedback we receive, and we can be more mindful of the negative feedback we give. More on that in a moment, but first, I’m reminded of one of my favorite scenes from …

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