"When you place the Guest at the center of everything you do, fantastic things are possible."
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Slow Down To Go Faster
Live From Disney: Managing Change
Customer Service Best Practices
Tony Johnson Featured Articles
The Basics Part 4: Great Training
Well trained team members give the very best Guest service. Too often when you have a sub-par serv
The Basics Part 3: Big Thinking About Little Details
Details matter. In fact, they are really the only things that matters. When you boil down the Gues
The Basics Part 2: Stay Strong Through the Whole Shift
Sometimes its not how you start, its how you finish. We have all visited the restaurant or bar that
Recruit a Winning Team with the B.E.S.T. Hiring System
When I was a young manager, I did a terrible job with hiring. My strategy went something like this:
Just be Nice
Sometimes the best answer is the simplest. It's amazing how often the solution is honestly right und
The Six Canons of Great Service
No philosophy of customer service would be complete without discussing the basics of what makes up
Books by Tony Johnson
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Tony Johnson wants you to deliver the BEST POSSIBLE CUSTOMER SERVICE. This book is the framework to help you CONSISTENTLY delight your Customers and Clients.Each chapter is designed to deliver meaningful Customer service lessons that can be put into action QUICKLY for the good of your Customer and your business. A unique blend of best practices, common sense strategies, and real life examples, this book will help you lead and inspire your team.Included this book are NUGGETS that will BENEFIT YOU such as:
•The Secret to Being Visible, Available, and Absolutely Engaged in Your Day to Day Business.
•The Fundamentals of Great Service and How to Inspire Your Team to Deliver Consistently and With Panache.
•The Formula for Hiring and Training the Best Possible Team to Delight Your Customers.
•How to See Innovation in the Everyday and Transform Your Organization into a POWERFUL and CUSTOMER CENTRIC Machine.
•How to Keep Service Relevant TODAY and FAR into the FUTURE through Training, Development, and Leadership.