Keeping an open mind

Posted on March 27, 2019 by maryrarick

One of the most important lessons I learned from working for Dr. P. Michael Conn for nearly two decades was the value of pursuing a goal while being open to opportunities outside of that goal.

Dr. Conn was a scientist who performed basic (vs. clinical research) which means he looked at science on a cellular level. He studied the literature, developed hypotheses and his lab performed experiments to test these hypotheses. Every morning he met with his primary collaborator, the woman who ran his lab, to discuss the lab’s previous day’s work and what the day’s focus would be. Every day he reviewed and analyzed information. Continue reading →

Doing It Right: Faryl Robin

Posted on September 10, 2016 by maryrarick

The most gorgeous pair of shoes in my closet are this pair by Faryl Robin. Equally amazing is the story of how I got them. It was my first experience with excellent customer service on Twitter. Continue reading →

There are no shortcuts to relationships

Posted on April 21, 2014 by maryrarick

Cover of The Slight Edge

Over the past two weeks I’ve twice offered to connect people to individuals they could have benefitted from knowing. And who could have benefitted from knowing them. But, alas, it didn’t happen.

Let me explain why.

In both cases I offered to facilitate an introduction. I next reached out to the person with whom I was connecting them via email or Facebook message to ask permission to make the introduction. But, get this: before I had time to send the email requesting permission, the other people’s agent / hired gun marketer forged ahead and contacted my friend. And not in a gentle way. More like the proverbial bull in a china shop.

Needless to say, this didn’t go over well. Or, as the Germans say, didn’t go down well. The pushy, demanding emails were ignored and both individuals have, mostly likely, indefinitely burned bridges. Continue reading →

Why I’m Done with United Airlines

Posted on March 1, 2013 by maryrarick

It was a year ago last month that my nephew suffered the first of many headaches, which, after much persistence from my brother, landed James in St. Louis Children’s Hospital after the discovery of a large tumor in his cervical spine, later determined to be an aggressive anaplastic astrocytoma, which subsequently spread to his brain.

Over the past year I’ve made multiple trips back to the Midwest, always flying in and out of St. Louis, a short train ride to the hospital, so last month, when I made travel plans, there was no indication I shouldn’t do the same. Continue reading →

Your customers are going to lie to you

Posted on October 22, 2012 by maryrarick

There are two reasons I didn’t go out on a date until I was 20. 1. My parents wouldn’t allow it and 2. The pool of eligible men was miniscule. But make no mistake: reason number one trumped reason number two, rendering it null and void.

Of course, that didn’t stop guys from asking me out. Not many, but there were a few. And do you know what I told them? Continue reading →

Not everyone should be client facing

Posted on June 13, 2012 by maryrarick

Some people, no matter their stellar brainpower, impeccable work ethic and fantastic sense of style, should never be client facing. I’m not saying you shouldn’t hire them. You’d be crazy not to.

They’re great hunkered down behind their computers, doing research and hammering out strategy. Most of the time they’re the work horses of great organizations. But you don’t want them interacting directly with your clients.

You know the ones I’m talking about. They have book smarts but lack certain social graces. They don’t like interacting with people. You’ve heard of the term bedside manner? These individuals lack it.

So who should be interacting with your clients? Continue reading →

Doing it Wrong: Beaverton Toyota

Posted on June 12, 2011 by maryrarick

Form letters are fine and dandy. No one knows understands the beauty of systems and automation better than I do.

But, more often than not, form letters need to be reviewed and customized before they are transmitted.

Case in point: the email I received from Beaverton Toyota. Continue reading →

Doing it Right: Comcast Technician Eric Tucker

Posted on May 30, 2011 by maryrarick

One of the reasons I’ve been such a slacker blogger over the past several months is that my computer has been slow. I’m talking walk through mud with snow shoes slow. Most sites were so slow to load that I’d click the link and then start some paperwork before returning back to see if it had loaded. Some sites, like WordPress, would only load occasionally.

As you can imagine, this turtle-like behavior was the cause of much frustration and many interactions between me and my internet cable provider, Comcast. All of them were futile until this past week when @ComcastWill offered to have a technician sent to my house to see about exchanging my modem. Thrilled, I accepted. Continue reading →

Doing it Right: Dr. Craig Johnson

Posted on May 17, 2011 by maryrarick

It’s shocking. I know. Following my first root canal in January I told everyone I knew that I’d happily return for another one the following day if I had to. It’s not that a root canal is a walk in the park but Dr. Craig Johnson and his staff have perfected the experience down to an art form. I call it doing it right.

Here are just a few of the things they’re doing right: Continue reading →

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Tag Archives: customer service