Passion for Service: 10 Weeks. 10 Businesses. 10 Strategies

When it comes to Customer service, there is much that every business has in common.  Let’s face it, there are certain dos and don’ts that every organization – regardless of type – has to be mindful of if they are going to be successful. But, along with the similarities, come a plethora of differences.  There…

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3 Secrets to Staging a Leadership Intervention!

I was traveling to Texas last month to spread the Customer service love – which meant a flight out of my second favorite airport – Detroit Metro.  As a regular business traveler, I find it a great place to fly from, and in my opinion is only challenged by the Orlando International Airport. Monday morning…

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5 Ways The Olympics Inspire Excellence

The Olympics have always meant a lot to me personally.  I remember growing up with 4 television channels and every 2 years the games came along and changed the fabric of entertainment.  They were a testament to national unity and the previous night’s competitions were the topic of conversation the following day. There is still…

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The “Independent” Leadership of John Adams

John Adams can teach us much about Leadership. And on July 4th, what better time to talk about John Adams? Why John Adams, you ask? Well stay tuned over the next few paragraphs to learn why John Adams can teach us several dos and don’ts about the nature of leadership and service. But let’s step…

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Customer Service and the Art of Home Renovation

Recently we purchased a new house and embarked on a renovation adventure. Which meant an awful lot of time spent at home-improvement superstores. This presented a unique opportunity to develop a deep relationship with a few locations.  As we started on our home improvements, it required many trips to a select few retailers, and in all honesty, there have been many days…

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Customers Don’t Care About Your Excuses

A Customer’s perception is their reality. And they don’t care about your excuses. They really don’t. I was waiting in line for a cheeseburger this past week, and I noticed it was taking a really long time. I looked up and saw what could best be described as a fire drill behind the counter as…

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Stop Making Customer Service So Complicated

Customer services doesn’t have to be complicated. I have worked with many organizations over the years, and one thing I have noticed is that struggling businesses tend to over complicate things.  Whether it is their brand proposition, their hiring process, or how they serve their Guests, often the most successful businesses keep it simple. That…

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3 Things Tax Day Teaches About Customer Service

I hate doing my taxes. Oddly enough it has nothing to do about actually paying the taxes – sure, I wish they were less, but it is more about the arduous nature of the process than anything else. I gave up trying to do them myself some time ago – and the reason was fairly…

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Make Customer Service Your Super Power

The best part about serving Guests is the ability to start new every day.  In most businesses we are only as good as the last Guest we served. Each day we have the ability to be game changers.  In a fundamental way, every time we have the pleasure of serving a Customer we can improve…

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So Many Choices.  So Much Frustration

I was watching Netflix last night and I got in one of those ruts where I couldn’t decide what to watch. It wasn’t for lack of choice – quite the contrary – the choices had me flummoxed as to what to choose.  I scrolled through screen after screen of quality programming, but in the end,…

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