Archive for May, 2014

 
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May
21

3 Questions Leaders Need to Repeatedly Ask

Beginning my career in retail and spending most of my days in customer-facing situations, has given me not just an ear, but also a heart for the customer. I try, […]

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Posted on: May 21, 2014 in Customer's Heart, Featured, Leadership
May
07

Retailing is an Art

Retail is not a science—it is an ART. As we find in all of the arts, it is subjective. How we apply the fundamental rules is always changing as is […]

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Posted on: May 7, 2014 in Featured, Publishing
May
16

I Don’t Know Why They Do That

A colleague and I went to get a cup of coffee. Being coffee snobs we look for one brand and we’re very loyal to that brand—Starbucks. When we paid for […]

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Posted on: May 16, 2012 in Featured, Publishing
Apr
26

Buying is An Emotional Thing

Consumers do many things before making a purchase. Many do their homework. They analyze their potential purchase on-line, they talk to friends, they read reviews, and they have their left-brains […]

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Posted on: April 26, 2012 in Featured, Publishing
Feb
10

Don’t Manage the Measurements;
Manage to Maximize

Many businesses and organizations make the mistake of managing the measurements of their business and not the outcomes. They seek to manage “sales” or their “profits” and frustrate themselves, their […]

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Posted on: February 10, 2010 in Customer's Heart, Publishing
Feb
08

Impressions Count – Story Continued

In my last two posts I've been writing about the importance of first, last and unusual impressions. Last Friday, I lived one.   Let me give you some background. We […]

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Posted on: February 8, 2010 in Leadership, Publishing
Feb
03

The Unusual Impression

In my last post I wrote about the importance for any business of the first and last impressions a customer receives. I mentioned that we are wired to remember first, […]

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Posted on: February 3, 2010 in Customer's Heart, Leadership, Publishing
Feb
01

First, and Last, Impressions Count

If I were to list a group of numbers, have you look at them, then ask people to try and remember them, chances are that most people would remember the […]

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Posted on: February 1, 2010 in Customer's Heart, Publishing
Oct
20

Delegating Customer Service

Flying this week reminded my how frequently companies delegate customer service activities back to the customer. It's like delegating backwards. Just in the airline industry alone, customers now handle their […]

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Posted on: October 20, 2009 in Customer's Heart, Leadership, Publishing
Sep
15

Sprintz Furniture – Lessons from Poor Customer Service

Over the last several days my wife and I have been underserved by a local furniture store. For context, we bought new furniture for our living/gathering room in June. Our […]

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Posted on: September 15, 2009 in Publishing
 

Trust is the winsome wedding of faith and hope.

Brennan Manning

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