Entries by Tom Doescher

What Was She Thinking?

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Starting in 2003, I had the privilege of traveling regularly to China. Prior to this, I would have said I was tuned into customer/client service, and I would have considered myself relatively easy to please. My experience in China, though, opened my eyes to a new level of customer service. For example, many times, I […]

85 Years of Great Customer Service

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A lot has been written with regard to customer service. In fact, I have written about it numerous times myself. The attached video is a refreshing locker-room talk from a very wise man—auto dealer Dick Mullen, of Mullen Motors in Southold, N.Y. Although it’s been in business for 85 years, Mullen Motors would not quite […]

We need more Joes today

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Joe, born in 1948, has operated the shoeshine stand at Flint Bishop Airport since 1980. What a breath of fresh air he is! He provides an outstanding shoeshine — one of the best I have ever had. He wears a collared shirt and a tie, is very polite, smiles a lot, and works hard. Joe, […]

The “Big 4”

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On February 21, I posted a blog entitled “The Big 3,” which listed the top three traits of great leaders. Shortly thereafter, I realized I had missed an important ingredient. In my March 29 newsletter, I referenced an article entitled “Three Profiles in Organizational Humility,” by Patrick Lencioni. This was the same newsletter in which […]