The [Apple Store/iPhone] television ads are effective because in thirty seconds they paint a picture of a problem and offer a solution.  For example, in one ad for an app called Shazam, a narrator says, "You know when you don't know what song is playing and it's driving you crazy?  With the Shazam app, you just hold up your iPhone to the song, and within seconds you will know who sings it and how to get it."  The taglines are always the same: "That the iPhone.  Solving life's dilemmas one app at a time."  The ads prove that establishing problems and offering solutions need not be time consuming.  Don't spend too much time getting to the punch line.

- Carmine Gallo, The Presentation Secrets of Steve Jobs

From the lyrics of Carly Simon's song, Anticipation.... "is keeping me waiting."   Waiting and wondering are two very dangerous words in customer service, and yet I experience both, often.  How many times have you been in a store, hotel, restaurant, or doctor's office standing in line, where clearly the person behind the counter sees you, but does not acknowledge you?  They can look right at you, but choose to say nothing, and somehow they are comfortable with letting you stand and wait.  Is this a training issue, or an acceptable business practice for some businesses, or are some people wired in such a way that they don't understand or can't anticipate the effects of this on a consumer?

"We wildly underestimate the power of the tiniest personal touch."  -Tom Peters 

Second, find out how frequently your clients use your service.  How much do they buy?  When?  This is particularly vital issue for service providers to understand.  Often there are opportunities to increase client patronage that you are not aware of now.

- Jean Withers and Carol Vipperman, Marketing Your Service

Think of your most recent purchases. What were they?  What do you like most about them, or what made you decide to buy them?  Perhaps some of your purchases were things like gas for your car (you appreciate being able to get from point “a” to point “b”), lunch (you LOVE the taste of fresh veggie fajitas), and flip flops (great color and so comfortable).  Now let's go back- when I asked about your most recent purchases, did you consider any that were for intangible items and services?  I bet 90% of you say “no,” and the reason is that for many of these, there is nothing for you to touch, taste, smell, and see; therefore, it’s harder for you to think about these items as actual purchases since you can’t picture them, or their benefits, in your mind (you can't exactly taste or smell what good health insurance is, right?).  If you are in a company that sells services, this should give you pause. With few or no tangible characteristics to what you are selling, it is harder for you to differentiate yourselves from your competition. Your customers instead have to consider price, reliability, customer service, and performance when they decide to buy from you.

Managing anything can certainly have its ups and downs and much depends upon the success of the manager.  Think about the best managers you have ever had (or have). What qualities made you think of them first?  Chances are it had a lot to do with how they made you feel.  Managers (including teachers, parents, spouses, even friends) have the ability to impact each and every interaction either positively or negatively. The result of that influence is powerful and can certainly affect relationships, productivity, and even health.