Author Archives: Dave Mitchell

Being Courteous Isn’t Enough: Four Simple Secrets to Creating Long Term Customer Relationships

Posted on June 15, 2015 by Dave Mitchell

Last month, my lovely bride and I moved.  When you move into a new home, you have a concentrated opportunity to experience service scenarios.  During the first month at your new location, you will interact with a wide variety of … Continue reading →

Posted in Communication, Customer experience, Customer Service | Tagged , , , , , | 3 Comments

Four Forgotten Elements of Customer Service Recovery

Posted on May 26, 2015 by Dave Mitchell

No matter how committed your organization is to service excellence and the customer experience, you will miss the mark on occasion.  I remember many a heated conversation between the executive team of a former employer over the notion of a … Continue reading →

Posted in Customer experience, Customer Service, The Power Of Understanding People | Tagged , , , , , | 1 Comment

Finding Mindfulness in Packing Tape

Posted on May 18, 2015 by Dave Mitchell

Rivaled only by childbirth (so I am told) and buying a car, I don’t know of many life experiences that combine so much joy with so much pain as moving into a new home.  We have done it seven times, … Continue reading →

Posted in Leadership, The Power Of Understanding People | Tagged , , , , , , , | 4 Comments

Seven “Easy” Tips to Improve Your Public Speaking

Posted on May 11, 2015 by Dave Mitchell

When it comes to public speaking, nothing is easy.  I have done over 100 events each year for 20 years, and before starting the Leadership Difference, I was responsible for training and development for two major companies.  Before my career … Continue reading →

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Got My Mojo Working, But It Just Don’t Work On You! Part Two

Posted on March 19, 2015 by Dave Mitchell

Muddy Waters understood the challenge of rapport building.  In part one of this two-part blog post, I used the iconic Waters’ blues song to illustrate the concept of interactive style schemas and their importance to developing rapport with others.  Identifying … Continue reading →

Posted in Communication, Customer Service, Leadership, The Power Of Understanding People | Tagged , , , , , , | 1 Comment

Got My Mojo Working, But It Just Don’t Work On You! Part One

Posted on March 12, 2015 by Dave Mitchell

The title is lifted from a famous quote by the renowned social philosopher (and blues icon) McKinley Morganfield.  Mr. Morganfield, also known as Muddy Waters, was repeating the sentiment written by Preston Foster back in 1956 in the famous blues … Continue reading →

Posted in Communication, Customer Service, The Power Of Understanding People | Tagged , , , , , , | 2 Comments