The Six Canons of Great Service – Part VII: Thank Your Customer

Sounds so simple, doesn’t it? It might be considered old fashioned, but thanking Customers seems like the least we can do when they pony up hard earned money for our goods and services. Whether you’re in banking, cheeseburgers, or widgets, the ask is the same. When people come into your business be sure you thank…

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The Six Canons of Great Service – Part VI: Make it Easy

Hassles are such a drag. Have you ever noticed that some places are more interested in telling you why something can’t be done rather than how it can be made possible? It seems like such as waste of energy and a drain on patience. Sure there are going to be times when you have to…

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The Six Canons of Great Service – Part V: Stay Positive and Friendly

Customers absolutely hate negativity! There is much more power in starting with YES. You would think some days there is a contest out there for how often rules and nonsense can get in the way of a great Customer experience. Now that isn’t to say that you have to honor every single ask as requested,…

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The Six Canons of Great Service – Part IV: Treat Your Customer as a Cherished Friend

This can’t just be a slogan – it has to be baked into your DNA. If you can’t put the customer at the center of your everyday life, then you’re sunk. Let’s face it, most businesses ask their teams to do just this – treat Customers well and take great care of them. The reality…

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The Six Canons of Great Service – Part III: Practice Fantastic Body Language

No one likes to see Captain Slouchy when they stop by your business. There is serious psychology behind body language, but for most daily interactions the 25 cent version is more than enough to set you apart. There is a lot of information out there on the science of body language – and sometimes it…

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The Six Canons of Great Service – Part II: Smile and Welcome Your Customers Warmly

As we discussed in part I, there are six key ingredients to the ideal Service Recipe.  These were summarized in the last installment and now it’s time to dive head long into the first of our service tenants. Smile and Welcome Your Customers Warmly It’s easy to dismiss items as too basic to the Guest…

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The Six Canons of Great Service

No philosophy of customer service would be complete without discussing the basics of what makes up great service. It is up to us as Leaders to be sure that our teams understand this at its most basic level, how to deliver on these principles, and have a grasp of why they are so important. In this seven part…

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For Great Service, Start with Great Team Huddles

Communication (or lack thereof) is one of the most mentioned items in a majority of employee engagement surveys.  I’ll grant you that this is often the catch phrase of the disgruntled employee, but that doesn’t mean that it isn’t true. Taking the time to be sure that your teams are ready to deliver on the…

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How Safe is Your Business? Your Customers know.

When you ask most businesses what is most important to them, many will come right back with SAFETY. Of course, that’s the responsible answer. That’s the answer most feel they are supposed to give. It’s the answer that says. . .profit? No, not us. First we all have to be safe. For the most part,…

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So You’ve Got Your Corporate Training Program. Now What?!?

I have nothing against big companies. Heck, I work for one and love it! If you work for a large corporation, often you are looking to Headquarters or Corporate or Consolidated for your marching orders.  That is often one of the best parts about working for a company of size – the robust amount of…

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