Author and Speaker | Business and Marketing Strategist | Guinness World Records® record holder

Monthly Archives: July 2010

The “Social” Part of Social Media Matters!

Ever since I gained a certain level of visibility and credibility in the marketplace, I’ve been bombarded with private messages and e-mails from people who want me to promote their books, products, teleseminars, live events, telesummits…

I’m particular about who and what I promote. I only share people and products I have personal experience with. I only share things that have helped me and improved my business. If I connect with someone or read a book that just didn’t help me, I’ll be darned if I’m going to promote that to my subscribers and followers, just to get a fat commission. I’ve never believed in promotion for profit. It’s just not my style.

But what bothers me most is that I regularly receive requests for help from people who have befriended me on Facebook, never said “hello,” and then sent me a message a couple of weeks later asking me to […]

Why Customer Service Matters So Much (and how British Airways got it wrong)

Customer service is one of the most important things in today’s marketplace. In this article, I’ll show you how one big company got their customer service wrong, and how you can learn from their mistakes and take your small business customer service to the next level.

Last Christmas, when Leo and I took the kids to Spain for the holidays, we experienced several hours of delay in London Heathrow Airport. After our delay, our flight was boarded then de-boarded, and then we spent several more hours in the chaos of baggage claim, trying to get our suitcases back. British Airways made no public announcements, made no real effort to provide accurate information (except to first class passengers, and even that effort was minimal, at best), and no one seemed to be in charge. Not only that, but my bag was lost for an entire week, and we received Leo’s bag […]