Last week we looked at defining customers as guests and clients and how those definitions take us away from thinking of customers as transactions.  As I thought more on these definitions, three words stood out, welcome, honor, and protection.  This week I want to look at the first of those three words, welcome. When you … Continue reading Welcome

Defining “Customer”

Many times I enter a business and while I get pretty good service, it seems fake or scripted.  It makes me feel like I’m on an assembly line and I am waiting to get a bolt installed instead of a person with individual needs.  Why has it gotten to this?  I think it has to … Continue reading Defining “Customer”