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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Want to Drive Great Service? Then Own Your Dirt!

So it’s clear that delivering great service, mastering the details, and delivering on the promise of a great experience is crucial to success. That said, there is a wide margin between what we all know to be the right thing to do and actually executing on those values and ideas. So what is the big…

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Start by Keeping it Clean

Customers are prone to snap judgments. They make decisions very quickly when it comes to how they perceive your business and the service you provide.  With that in mind, it is critical that each and every part of the customer experience is managed and tweaked to show you in the very best light. Because when…

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Live From Walt Disney World

For those of you who know me, you’re probably surprised it took me this long to post a chapter dedicated to Disney. The truth is that I was waiting for my visit this week and inspiration hit me as I walked back into my hotel from a night at Hollywood Studios. Now this is one…

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The Reflective Nature of the Team

When you work with your team – particularly your front line team – you should act as though you are engaging directly with the customer. The reason is simple, but complicated all the same.  The best way to describe this relationship is reflective – but not necessarily as you would see in your standard looking glass.…

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Mission is Everything

The old story goes that President Kennedy was visiting NASA and started up a conversation with one of the cleaning staff.  As he chatted with the gentleman, he asked him what he did for NASA.  Now I am sure that this guy’s supervisor was white-knuckling it while the custodian mulled the question.  Let’s face it, this guy cleaned…

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Understand Your Customers’ Needs and Expectations

It’s so easy to get caught up in the quest for “Amazing” or “Magical” service.  We will certainly discuss those opportunities to do something really epic in later posts – because I definitely don’t want to dissuade you from going above and beyond.  As a lover of all things Disney and a 20 year veteran…

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The Importance of Training

We’ve all had it happen, right?  You roll your cart into the checkout line, place your groceries on the conveyor, and look up at your cashier only to realize that you’ve chosen the newbie line.  Now that intake of breath that just happened and the casual glance at your watch confirms what everyone thinks at…

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Keep an Eye on the Details

We’ve all heard that old adage – take care of the little things and the big things will take care of themselves.  Most clichés are well-worn sayings because they are true, and this is no exception.  This also brings another cliché to mind:  Some things are easier said than done. If taking great care of…

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Lessons Learned From Vacation Spot Businesses

    We all strive to provide that service that delights our customers.  I recently visited the awesome Cape San Blas and Port Saint Joe areas of Florida.  This charming coastal town off The Gulf is your typical summer getaway spot – rows of large houses suitable for families, a beautiful bay area, and the ocean…

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