Posts by Earl Wasserman
Happy New Year!
HAPPY. NEW. YEAR. Three of the most often shared words as we step into January. With renewed hope and optimism, we welcome 2026. That said, many of us—along with our friends, colleagues, and business partners—are beginning the year facing significant career changes and pivotal choices. In my industry and the markets we serve, economic pressures,…
Read MoreBrand Refresh & Prepping for the New Year
Ah…….REFRESHED! Grandchildren running up to me screaming Poppy! Poppy! after a tough workday. Stepping outside and gulping in the crisp and scented air of a new Spring morning. Walking into my favorite store to see new paint and flooring. Our website!! Our website refresh marks an important step forward for our business. Our website is…
Read MoreCase Study: Johnston & Murphy
Reimagining Retail Flooring Procurement Post‑Pandemic Overview Following the pandemic-driven cessation of retail store development world-wide, Earl Wasserman emerged with a new business model —one built on nearly 48 years of industry experience and designed to meet the realities of modern retail construction. The refreshed approach combined Earl’s proven expertise, vast curated resources, evolving trends in…
Read MoreCase Study: Cole Haan
Streamlining Flooring Procurement for Cole Haan Overview Through an introduction by fellow affiliate of The MOB Scott Stolz of TTI Logistics, Earl Wasserman connected with Eric Korth to address a clear gap in the market: the need for a flooring partner free from unnecessary overhead, hidden specification agendas, and restrictive custom requirements. The goal was…
Read MoreThe Only Perspective That Matters is Your Customer’s
My mantra, expressed decades before the term “customer experience” was coined, sounded like this: “If we provide our customers with a level of service that exceeds their wildest expectations, we will never lose one of those customers to a competitor’s price.” That was true then, remains so today, and will be true as far in…
Read MorePassion: Natural Or Not, It Requires Intention
Whatever it is that drives you, being service oriented is a mind-set, a whatever it takes, can do attitude. This is your CHOICE, but it takes intention. “Yes, I can do that.” “Whatever it takes.” “I’ll make it happen.” When your customers hear these words, they trust that you are an advocate for them. They…
Read MoreCustomer Expectations
A new vendor partner I was onboarding recently asked what my customers expect of me and my partners. I replied….. My customers have come to expect: I will treat them like they’re the only client I have. I will be tenacious when it comes to their needs and best interests. I will be proactive and…
Read MoreCustomer Service and Customer Experience: Are They the Same Thing?
Many companies today consider customer experience to be customer service with some refinement. Some bling! But in concept and practice, they are entirely different. They relate only in this way. Customer service kicks in when customer experience fails. Customer Service is what you provide before and after the sale, usually focusing on communication or solving…
Read MoreTeammate Toxicity Can Ruin Your Customer Experience
An exceptional customer experience won’t be delivered if your employee experience is a train wreck.
Read MoreBuilding Your Customer’s Trust
Does any relationship start with complete trust? Of course not. It can take years to build a customer’s trust. But be aware, it can take just minutes to lose it!
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