You walk up and down the aisles of a store … Can I help you? You call up your trusted business advisor … Can I help you?

Those of you who know me personally, know I love rage-comic Lewis Black. Those of you who read this blog frequently know that I also love good customer service. So what a treat I got this week when I received … Read More →

Story time at the WesterBlog. Gather ’round … I run. Not real well but I run nonetheless. On Wednesdays I run with a group of triathalonians and ironmen. It’s something of a brutal self abuse regimen. I run because I … Read More →

Seth Godin makes a great point about receptionists. It pays to make every step of a customer’s experience remarkable. Receptionists are your advance team who make impressions on your clients very early in the sales process. Sometimes this interaction is … Read More →

Recently, I switched jobs. As a marketer, I was faced with the task of preparing items for my successor while concurrently planning my own agenda as someone’s successor. As I thought about the quandaries faced by both myself and my … Read More →