Latest We Posts

Customer Service: Human vs. Robot
Two days after her 92nd birthday, an actor arrived on the set of a prime-time television show for which she had been hired to play a part.  At the entrance of the set, she encountered a security...
‘You Have Cancer, Goodbye.’
Your excuses for delivering bad customer service don't matter to your customers. "Mr. X, this is Betty from Doctor Y’s office. I’m calling with the results of your biopsy." Mr. X is the name...
Do It With a Human
Think of the companies you most despise doing business with. They may include an airline, a bank, a car dealership, or some other businesses. It's likely that the source of your animosity was a...

Buy the Book

Buy Steve's book from...
Yastrow.com
Amazon
Barnes and Noble

On Steve's Mind

Get Steve's newsletter featuring his ideas and practical advice delivered to your email inbox.
* = required field