Blog

Become a Trusted Advisor

Danny O'Malia explains how to become a trusted advisor by using the trust equation. If you can not see the embedded video player above please use the following link: Become a Trusted Advisor -...

read more

The Dougle$$ Lawn Care Story

My last two entries have been prompted by complaints. Now I want to tell a positive Customer Service story. Last week I once again served as Substitute Host on the Abdul in the Morning radio show on 1430 AM. A call came in from a lady named Denise Mertes. This call...

read more

Teamwork

Danny O'Malia talks about the utmost urgency of teamwork and tells the story of John Wooden and how his philosophies apply to real life. If you can not see the embedded video player above please...

read more

Turn Clients Into Raving Fans

Danny O'Malia tells the story of Dennis the Cabbie as it relates to turning your clients into raving fans. If you can not see the embedded video player above please use the following link: Turn...

read more

Do the Right Thing

Danny O'Malia compares doing the right thing vs. doing the wrong thing with examples from Southwest and American Airlines. If you can not see the embedded video player above please use the...

read more

Citibank Customer Service Fiasco

Here's a scenario that was originally sent to me a couple of years ago. I've shown it to over 5000 people and it occurred to me that this blog is a good way to show it to even more. I have two people role play it in my Customer Service Training programs and keynote...

read more

MAYBE Sears DOES care??

Several months ago, I blogged about my discontent with Sears (and Nordic Track). Well, the power of social media has eventually led Sears to contact me about by dissatisfaction with its service. You may remember that my wife and I were poorly served by Sears...

read more

Communication

Danny O'Malia reinforces the best customer is the one you already have. If you can not see the embedded video player above please use the following link: Communication - Danny O'Malia, Indy's...

read more