Blog

Customer experience and service

How it feels to deal with your company: moments of truth, clarity, attention and standing out through experience.

Want the organized version? Read the customer experience guide.

Factory boardroom table with samples of LED bulbs and strips

Saying Yes Isn't Always Serving

I traveled to China to buy light bulbs. I met the friendliest person ever. Everything I asked, she answered the same: "YES." That's when I understood something about service.

May 30, 2026

Empty waiting room with a service bell on the counter

Customer experience and service

Should I Tell Him or Not?

A couple of years ago, I had a meeting with a client. He was a 60-year-old man, and his 35-year-old son was with him. We started talking about social media.

May 3, 2026

Customer experience and service

My New Cellphone

I have a new cellphone. And it's not what you expect. I swapped my iPhone for a button phone.

April 29, 2026

Customer experience and service

From Beggar to King

"Carlos, thank you for your messages. I frequently forward them to my team." I receive responses like this sometimes. And every time they appear, they remind me why I insist so much on serving...

April 28, 2026

Customer experience and service

2 Liters of Water a Day

You've surely heard you should drink 2 liters of water a day. That it improves your health. Your focus.

April 27, 2026

Customer experience and service

I Like You, But As a Friend

Some people have gold and don't sell it. You can have something amazing. Truly amazing.

April 18, 2026

Customer experience and service

My Fly Was Open, And I Didn't Notice

Client rejection isn't always personal. Often, it comes from the same place for you and me. We live defensively.

April 14, 2026

Customer experience and service

A Good Kind of Weird

I had a weird professor in college. A good kind of weird. Without knowing it, he taught me something I still see today:

April 12, 2026

Customer experience and service

A Shock Bracelet

I once wore a bracelet that gave me electric shocks to become more disciplined. Not a metaphor. Not an exaggeration.

April 9, 2026

Customer experience and service

Make This Knot

You want your team to stand out for its service. But it's not happening. They keep serving like it's a market stall:

April 6, 2026

Customer experience and service

In the End, They Both Die

It's frustrating. Knowing you have something amazing, but your customers don't see it.

April 5, 2026

Customer experience and service

Don't Be Like My Grandma

Customer service at most companies stinks. Yes, you read that right. Even though everyone swears it's their top priority.

April 1, 2026

Customer experience and service

I Have a Problem with Parking Attendants

I have a problem with parking attendants. You know, the ones who "help you" park.

March 31, 2026

Customer experience and service

Tinder Wasn't to Blame

"Exceeding customer expectations." Many people think that's service. It's not.

March 29, 2026

Customer experience and service

Well, Go Get Me a Coke

"If you say serving is the way, then go get me a Coke!" Some people have told me that.

March 28, 2026

Customer experience and service

Don't Call Me Charly

What's most frustrating isn't a customer not buying. It's explaining what makes you different, only for them to say:

February 22, 2026

Customer experience and service

17 Seconds Ago, You Didn't Know Him

If you're sick of clients who don't appreciate what you sell, keep reading. I'm with my kids. Out on the street, in a park, or a restaurant.

February 20, 2026

Customer experience and service

A Garden on Fire

Dan Kennedy was at home in Phoenix. It was just another day. One of those days when you don't want anyone to bother you.

February 17, 2026

Customer experience and service

An Empty Cafe and a Persistent Old Man

Opening a conversation with a client is hard. Not because you can't sell. Not because your product is bad.

February 10, 2026

Customer experience and service

You Have 5 Seconds

"Dad, what happens if you put a bone in fire and add acid?" "Does wood melt with lava?" Questions my kids ask me.

February 8, 2026

Customer experience and service

8 Words

There's something that kills service. It's not lack of process or training. It's when people serving feel less.

February 7, 2026

Customer experience and service

I Serve, But I'm Not Your Slave

In 2 minutes, discover the #1 enemy of good service. My family and I eat at the same place every Sunday.

February 5, 2026

Customer experience and service

The Strangest Room Service of My Life

This is good. A simple tip to stop losing customers because they don't trust you, doubt you, or are simply afraid to make a decision. Look.

February 2, 2026

Customer experience and service

The Strange Case of Water in Beer Cans

Selling is not convincing. Not pressuring. Not manipulating.

February 1, 2026

Customer experience and service

Nemo, Rafiki, and the truth about how your customers think

There's one thing all successful businesses do that others don't. And you can apply it starting today. Look.

January 26, 2026

Customer experience and service

A random barbershop gave me an unexpected lesson

In two minutes, you'll recognize the silliest sales mistake. And you're probably making it. Look.

January 24, 2026

Customer experience and service

The Day I Blackmailed My Son with Mickey Mouse and Paw Patrol

To achieve great things, you need to change people. To sell more. To provide spectacular customer service. To truly grow.

January 20, 2026

Hands passing an object across a counter, black and white

Customer experience and service

Give People What They Need, Not What You Want to Give

Serving isn't giving what you'd like to receive. It's understanding what the other person needs, which is rarely the same thing.

August 13, 2026

A telephone headset on a desk with notes, black and white

Customer experience and service

Are You Handling Requests or Reading Emotions?

The dashboard says everything was resolved and the customer is still upset. That gap is emotion, not process.

August 13, 2026