Is Your Training Awful? Try These 5 Tips

Do you worry that you’re team isn’t well trained? Is it keeping you up at night? Do you feel like if you had better training then you might retain your talent? You are right to be worried – all of these concerns are ones that leaders and Customers encounter in the workplace every single day.…

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When Your Resolutions Crash and Burn

I have a friend who runs a fitness center.  He told me that ever year their membership skyrockets in January and like clockwork, his business is packed most of the day in the weeks following New Years. You probably know what is coming next – by the end of January, the attendance is right back…

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Making Customer Service Great Again

Its a new year. Time to dust off that Customer service love and move forward into 2017 with passion. Many have taken the time to tick off the best of Customer service from 2016.  Others will tell you what is up and coming for this new year. I want to talk about what can be…

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Flying the Friendly Skies?

Airline Customer service is often an exercise in irony. I can tell you as a frequent traveler that there truly is a wide range of service when it comes to the airline business.  Much like you might find a different dining experience in a drive through than at a white table cloth establishment, there is…

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Why Department Stores Must Sell Service First

Department stores invoke memories of a simpler time. I think back to the history of some of the most storied American brands such as JC Penney, Nordstrom, and Macys.  These are iconic brands – a part of our social fabric and the precursor to the modern super stores.  But for many, like me, there is…

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Powerful Strategies for Customer Service Week

This week is like Christmas for those who serve Guests and lead teams. Why? Because it’s Customer Service Week! In 1992, President George H. Bush signed a proclamation establishing National Customer Service Week.  Every year, in the first full week of October, businesses were asked to pause and celebrate those who deliver great service on…

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The Nuts and Bolts of Customer Service: How Home Improvement Stores can Win.

When we discuss specialized industries, some bring more trepidation to Guests than others.  For many, there is nothing more daunting than a foray in to the world of home improvement. Let’s face it, for most people their home is their single biggest investment and a symbol of family and security.  It is also a complex…

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Shopping For Great Service in Grocery Stores

When it comes to shopping for groceries, it has become about much more than just putting food in a cart and driving home. There are a wide array of great experiences out there now in the grocery marketplace, and there is likely a little something that each retailer can learn from another.  I think most…

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4 Ways to Serve Up Great Service in Restaurants

Everyone goes out to eat, right? It is the tradition of first dates, mother’s day, birthdays, and anniversaries alike – and that means there is more baggage than meets the eye when it comes to serving restaurant Guests.  I really believe that if anyone wants to understand leadership and delivering meticulous detail under pressure, they…

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Improving the Higher Education Customer Experience

This week begins our 10 week journey into 10 different types of businesses and how they can deliver exceptional experiences for Customers. This week we will be diving into Higher Education – which is particularly relevant since many schools started back this week or are about to welcome students in the coming days. Much of…

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