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Client Service


Easy Button Makes Us Better

As I push the spout down on my giant bottle of Aveda Rosemary Mint shampoo, a big generous blob of shampoo runs into my hand. Now I know this is more shampoo than I need for this thinning hair of mine, but something always prevents me from stopping with just a half push. I love this ... Read more

Sell Results, Not Time

Can you imagine if your surgeon was billing you by the hour? How good would we feel about those contrasting incentives? The longer the surgery, the more the surgeon makes. We might pay a lesser skilled surgeon more than an innovative surgeon who has perfected a less invasive and highly successful surgery.   What about paying ... Read more

Are You a Real Coffee Drinker?

CeCe enters the kitchen as I am brewing a large fresh pot of coffee. “My, the coffee smells wonderful. Did you use your new coffee bean grinder for this pot?”  “No, this is coffee from North Carolina that someone gave me. I’ve finished the coffee from Puerto Rico already and I can’t wait to try ... Read more

Stand Behind Your Lifetime Warranty

CeCe and I are headed up to Oxford, MS, for a weekend of visiting family and watching the Ole Miss Rebels play football. CeCe is on the phone with Delta Faucets trying to replace four defective faucets we have in our house. The first one resulted in over $2,000 in repairs from the leak. The ... Read more

Helping Clients Feel Less Vulnerable

It’s 8 a.m. and I’m sitting in a very cold medical exam room. The dermatologist will be in any minute to begin my annual full-body exam. Gosh, all I can think about is how humiliating this is. It’s hard to have the discipline to do this every year.  There’s the soft knock… then after an eternity, ... Read more

Who Are We?

CeCe is standing in my home office and I’m staring down at her shoes as she asks, “Do you notice anything about my shoes today?” Thank goodness, I finally realize they are not the same shoe! Wow, they are almost the exact same color, appear to be the same style and very similar sole. The ... Read more

Building Experiences for Forever Clients

This is a hilarious short video of Sully’s meltdown while expressing his deep desire to be with Pops (that’s me!). I obviously love it. And this mindset can be inspirational if we consider relating it to our client experiences. Are we focused on them enough? We want our clients to be raving advocates for us. ... Read more