A RESOURCERIE FOR FLOORS, WALLS, AND INTERIOR FINISHES

Earl's Pearls

Thought leadership and pearls of wisdom

pearls with angle

The Only Perspective That Matters is Your Customer’s

June 14, 2024

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…

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Passion: Natural Or Not, It Requires Intention

June 6, 2024

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.”…

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Customer Expectations

May 30, 2024

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…

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Customer Service and Customer Experience: Are They the Same Thing?

May 23, 2024

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…

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Teammate Toxicity Can Ruin Your Customer Experience

May 16, 2024

An exceptional customer experience won’t be delivered if your employee experience is a train wreck.

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