Tag Archives: bell curve

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popular customer service

Popular Customer Service and Long-term Value

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Fanny packs were once trendy, so was Zima, rollerblades, and Hacky Sack. Some things we don’t see very much of anymore, at least for now. Is there such a thing as popular customer service? What are the trends?

Give-away items have been popular for building sales and relationships. Fidget spinners even made their mark in 2017. The water bottle has been popular, and almost everyone has a pen with a slogan, name, and web address. The give-away seems to change but the concept may stay close to the same.

Bell Curve

Entrepreneurs are always interested to find the next great thing. The dream is to be on the left side (start) of the bell curve, ride it on its climb, and get out before the decline begins to show itself on the right hand side. Things are great, nearly magical if you are on the correct side of the curve.

What works well for customer service? What is the trend? Should you join in?

Long-term Value

In some regards, the customer experience is situational. What works at the restaurant is likely different from the bank or at the hotel. There are differences for organizations depending on sector, trade, or even geographic location.

Make no mistake about it, service and its connection to sales and relationships make it a very popular pursuit. Yet many claim that customer service has been weakened in the past decade or two through price and profit wars. Contrasting that weakness may be a renewed need.

Customer service is often viewed as the short-term fix, but when you put financial numbers to it, the ROI is in long-term value.

Popular Customer Service

Perhaps one thing is certain, what is popular or trendy today, won’t be tomorrow. Popular is a good idea, but it is also not permanent. Popular means you are riding the bell curve and it keeps you searching for what is next.

Customer service isn’t really a trend, and perhaps it shouldn’t be viewed as popular, it is a cultural value that builds brands.

Or else, it doesn’t.


Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

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Speak Early

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Another meeting in the cycle, it’s weekly, monthly, or quarterly. You know the drill, it’s report outs, lectures, and stories of where everything comes up short. Change is what you want and change is part of the talk, but no one challenges the true status quo.

Three businesspeople having a meeting in the office with a laptop computer and a digital tablet

You tell yourself it’s not the right time, the right place, or that it has all been said before. You want to speak up, but you’re feeling the end result will find you black listed, your reputation tarnished, and you’ll be overlooked for future advancement. You know your point is valid and that others agree. It’s been said, discussed, and supported privately with your colleagues and peers.  

Change has at least one consistent outcome; its path is always a bell curve. It starts with positive growth on the up side, a peak, and then the dreaded downward slide. The key for best success then will come to those who join in early, benefit from the up side, and ride to the top. Procrastination or waiting won’t work. You can’t coast, stall, or stop, not if you are planning to be ahead of the peak.

Speak early, not late. 


Dennis E. Gilbert is a business consultant, speaker, and coach that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is the author of the newly released book, Forgotten Respect. Reach him through his website at http://DennisEGilbert.com or by calling +1 646.546.5553.

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Hurry Up!

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Often we are amazed by how fast time seems slip away. It is my belief, and perhaps the belief of many others that we are living in a very interesting time and the rate of human and intellectual development is accelerating at pace seemingly beyond our ability to keep up.


Creating success in a fast paced world may require us now, more than ever before, to be on the front side of the bell curve. You know the bell curve, there is the beginning of a life-cycle, whether it is for an event, a product, style, or even generally accepted beliefs. As the life-cycle continues from inception to its peak we are on the front side of the bell curve, once the peak is reached the curve begins a downward trend ultimately reaching the end of its life cycle. What is important is that the curve never stops, it is always moving across a period of time. This makes time the most important resource for our ability to succeed.

My point is simple. People who are determined to create a bigger, better, and brighter future, they need to hurry. They must have the courage to both pivot and accelerate. The curve will shift over time, and the longer they wait, the harder it becomes to achieve their success.

This may come across as harsh, and to some it may seem unnecessary, but if you want the benefit of the curve—hurry up!


Photo Credit: Ray Bouknight

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