American Airlines files Chapter 11- so what?

American Airlines was once the largest airline in the world and it now is struggling to survive. Anyone that has flown them over the past year could see the signs- in the AA employees! So can you learn an important lesson from AA’s sad example?

Cleaning professionals- Can you improve your apology technique?

Should you say you are sorry even when it is not your fault? Southwest Airlines’ “recovery system” is just one of the many reasons why they are king of customer service AND make money as their competitors go broke. What does your company do when “it” hits the fan?

Steve’s latest Value Added Service “field trip”

Everywhere you go and every commercial transaction you make should be examined with your “Customer Eyeglasses”. For example, notice what Steve took out of a recent (and very sudden) sojourn to Brooklyn, New York …