Jack Taggart

Jack is the epitome of great customer service. And to look at him, or hear what business he's in, you might not expect that. First off, he's

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Lessons in Leadership From A Sinking Ship

I can't take my eyes off the photos from the Costa Concordia tragedy. And although it may or may not be accurate, the blame for this situation

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Adventures In Customer Service

In preparation for a weekend trip to Chicago, I wanted to get my dear friend Lois something unique from Richmond as a hostess gift. What better place than Tinkers to find the right item. In particular, I'm a fan of

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Update on Customer Service Post

The corporate guys at Radio Shack came through for me! I can't believe it. You'll recall in my post last week I'd found Fran at the Willow Lawn Radio Shack and was so impressed with her commitment to customer service that I

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How To Make 2 People Happy For $10

It all started when I took my mom's 1990 cell phone into Radio Shack at Willow Lawn to see if they had a new battery for it. Come to find out

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Delightful, Delovely and Delicious

We had dinner at Lehja here in Richmond the other night, and couldn't have been more delighted with the entire experience. The decor is gorgeous, the servers were overly-accommodating (without being annoying) and the food was

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Vintage – Retro – Cool

I've never seen Mad Men (gasp), and in the vein of true confession I was never a Seinfeld or Friends follower - I catch a rerun occassionally but I missed out on a lot of water cooler laughs over the years. But I am loving that some of the 1950's and 1960's

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I Know Something You Don’t Know…

I just got off the phone with a lost opportunity. We didn't win an account that we thought we were a good fit for, and that lost client was kind enough to tell us why we didn't win. In doing so, he reminded me of a dirty little secret in the advertising business.

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The Brand Experience

I was talking with a good friend and business associate earlier today, and we were discussing some of her staff. Other than senior leaders in her company, her team is content to show up for work, do what needs to be done, and leave. Nothing more.

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How Much Do You Tell Upfront?

I just finished reading Anna Karenina and was enthralled with every page. It was perfect reading for cold, snowy days in front of the fire. I can't say enough good things about the story lines, the writing, the character development, and the emotion. So I won't even try. Just read it

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