As I was walking out of the MindSet office a few weeks ago I noticed a wallet on the pavement out in the middle of our parking lot.  I picked up the wallet and saw a California driver’s license with a picture …

Any organization that strives to rise above the mediocre must have at least one key differentiator from its competition, especially in customer service.  Great organizations will have several differentiators, and truly elite organizations will make sure every employee understands those differentiators and frequently …

Many companies that previously relied on detailed questionnaires to measure customer satisfaction learned from a guy named Fred Reichheld (who made his brilliant observation in 2003) that they really need only ask a single question to measure what they want to measure: …

Recently a Chick-fil-A opened up in my hometown of Bellevue – and I have quickly become a Raving Fan.  Yes, the chicken sandwich is good – but it is not the food that has me so impressed.  It is the remarkable employee performance …

Good leaders have a MindSet that sees the achievement of customer trust as a powerful harbinger of business success.  Let’s examine how that goal is achieved and maintained. When a business and a customer first begin to interact, a defensive (but usually …