From The Rock

Kelli’s Version of How to Win Friends and Influence People

By | January 14, 2016

Not long ago, I was in a security line at the airport. I was about seven months pregnant, so while it wasn’t really a secret, most people wouldn’t say anything unless I did. The guy in front of me didn’t think that way. He turned around and asked when I... Read More »

Which comes first?

By | April 02, 2013

I was ironing the kids’ school clothes recently and had Casino Royale on in the background. Usually, I tune out commercials pretty well, but all of a sudden, I heard one that heartily touted a company’s two-hour service window. No, it was more than that. The entire commercial laser-focused on... Read More »

How much is too much?

By | February 27, 2013

Show of hands – how many of us have those friends on Facebook who are over-sharers? Whether they are talking about that last taco they regret eating, their string of continuous bad dates, that very last beer they indulged in or other information that maaaybe we don’t really know them... Read More »

How may I help you? My pleasure! Thanks for stopping by.

By | February 20, 2013

There are about a million different things one could “preach” in regard to customer service. There have been books written, lectures given and training customized for all different types of customer service scenarios. From an account manager perspective, our PR efforts don’t usually pan out well for clients who consistently... Read More »

Navigating the waters of PR isn’t as difficult as it may look

By | February 15, 2013

A friend of mine called me the other day seeking PR advice. (Yep – if you’re my friend and you need PR counsel, I can be bought with a white chocolate mocha. Or even better, a glass of pinot noir.) I agreed to meet this friend over a couple of... Read More »

The Cost of Being Nice – $11.50

By | February 13, 2013

reciept

You may have seen some of the morning news segments back in December about how several bars and restaurants across the country have used negative describers to identify their patrons. The ridiculous part is that once closing their tabs, the customers have the opportunity to see the negative words used... Read More »

Hey, customer! Take a chill pill!

By | September 17, 2012

OK, so while this may be what’s coming to mind as you open your mouth to diffuse an emotional customer, good communication skills will filter this statement into something pleasantly soothing and magically transformative. Some may claim that performing magic would be easier than pleasantly responding to an irate customer,... Read More »

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