Highfill Performance Group

I couldn’t believe the man dropped his suitcase on my head. I stood in the aisle waiting for the gentleman to finish putting his roller bag in the overhead compartment so I could get into my airplane seat. Suddenly he spotted a beautiful, young blonde that was struggling with her own roller bag. He immediately [...]

Every 1-800 number has a human being behind it (once you hit the four hundred buttons to get to them). That means you’re dealing with fellow creatures that are sometimes new on the job, stressed, badly trained or not empowered to really take care of your issue.  So, if you call with a rabid attitude, they’re [...]

Some things really should change; here’s my ballad to a service debacle many home and small business owners are dealing with today: Let me tell you a story about two weeks past, When I’ve been at battle with Verizon and Comcast, Verizon said they’d provide a better price, Comcast said “Yea, but we can be [...]

My internet was down, again. No big deal, I only rely on my internet connection for my livelihood, and this was the third time in a week that it had gone down. Our phone lines were also down, which was not a surprise since we had lost phone lines at least six times in the [...]

 During my life as a preacher’s kid I remember a church we served that was beautiful, but the neighborhood around it had slowly become a high crime area. Within this neighborhood was a charming slum lord (yes, I’m being snide) that ran a series of apartment buildings that housed mentally ill people released from psychiatric [...]

  The following story is taken from the book The Starbucks Experience – 5 Principles for Turning Ordinary into Extraordinary by Joseph Michelli. For some reason everyone realizes how important their name is to them, but companies fail to realize how important names are to their customers.  _________________________________________________________ Welcoming people by name and remembering them from [...]

The following story was taken from “Hug Your Customers” by Jack Mitchell of Mitchell Clothing, published in 2003. If you’re looking for a book filled with great, down-to-earth examples of exceptional service, this is the one. Following is a story that supports Jack’s thesis that every customer should be treated like family. This particular example [...]