Secrets of Success from UPS Stores

Note:  This story was written and shared  for  Customer Service Week in October 2011.  The leader, teacher and mentor of the story is Chris Derby who died suddenly from a heart attack this week.  What a wonderful business man he was.  Many people learned from him – and will continue to do so.  Thanks, Chris for living and loving the way that you did!


Up until December of last year, I had always gotten good service from the UPS Store on Fordham Blvd in Chapel Hill, NC.

That was because owner Chris Derby was there, always as pleasant as a human can be, calmly and patiently guiding me through the myriad of choices available for getting a package delivered on time and on budget.

And then there was that Saturday in December. Read more

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for Columbus Day

discoveryWhen I think of Christopher Columbus, five words flash through my brain. “I have a decided heart.” Read more

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Customer Service is NOT a Department

Vinnie is thrilled to be back – and just in time to share a bite size bit for Customer Service Week.

Customer Service is not a department.  It's an attitude, an atmosphere, a culture, a way of doing business.

As you may recall, we have featured a version of this quote before:

“Customer Service is not a department. It’s an attitude.”

It seemed more was needed. Read more

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Too Small to Make a Difference?

According to the Business Class Celebration Calendar, Mosquito Day is coming.  Yes – there is such a thing.   A perfect time to feature this quote which is also a nice companion piece to recent quotes on freedom.

Many people have good ideas about ways to improve products, processes and services but they sit back and stay quiet as they say to themselves, “Why bother? it won’t make any difference. No one will listen. No one will even pay attention. Nothing will ever change.” Read more

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On Distance & Laughter

This week’s quote can help with morale, productivity, employee engagement and overall performance.

I see many people pushing (and pulling) in serious pursuit of goals and deadlines.   Often at odds with others on their team.

Hoping to help, their leaders sometimes step in for added push (or pull).  These efforts often backfire because they add pressure which creates distance between people.  And between people and their goals.

Here’s a good thing to remember when stepping in to stressful situations:


Laughter is the shortest distance between two people

Read more

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