Powerful Customer Service Resolutions for 2016

I do love the idea of making New Year’s resolutions.  Every year I thoroughly consider what my biggest goals will be for the coming year and then I attack them.  If you are going to have more success with your resolutions than those who abandon the Gym after two weeks then you must have a…

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5 Things Star Wars Teaches Us About Customer Service

I have to admit that I am a bonified Star Wars geek. From Tatooine to Coruscant and everything in between, I am die hard Star Wars fan – and this weekend I had the pleasure of attending the premier of the latest installment: THE FORCE AWAKENS.  Regardless of how this stacks up against the originals,…

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The 12 Days of Customer Service

  I love the holidays. I love that time between Thanksgiving and New Year’s Day when things seem to slow down a little. When folks seem to smile a little easier and everyone is just a little bit nicer.  This is a magical time of year, and for me, it is a lesson in courtesy…

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Happy Birthday Walt Disney

Walt Disney is one of my heroes. December 5th is his birthday, and every year on this day I like to take a moment to consider the impact he had on those of us in the entertainment and service businesses. He is an icon, a role model, and absolutely an inspiration. But why? Why do…

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Putting the Thanks in Thanksgiving

Thanksgiving is the most unassuming of holidays. It heralds in the holiday season and a marked uptick in civility and courtesy in the universe. It doesn’t ask anything except for families to gather and spend time together – and indulge their love of pumpkin pie. It ranks as many people’s favorite holiday as it focuses…

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3 Steps to OWN Your Customer Service

Why change so slowly? Why wait so long? Why lose so many Guests because your Customer service is lackluster? The quick answer is that you don’t have to!  You can deliver great Customer service if you take the time to combine energy, speed, and planning. Whenever I embark on a mission to improve Customer Service,…

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3 Leadership Lessons From Halloween

On mounting a rising ground, which brought the figure of his fellow-traveler in relief against the sky, gigantic in height, and muffled in a cloak, Ichabod was horror-struck on perceiving that he was headless!–but his horror was still more increased on observing that the head, which should have rested on his shoulders, was carried before…

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Winning Processes for Amazing Customer Service

All too often when things go astray with Customer service it is because businesses don’t have their processes buttoned up. Process is like air – you don’t appreciate it until you don’t have it. I can remember working in a business that had a determined batch of employees and a talented group of managers; however,…

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5 Productivity Tricks to Help You Serve Your Customers

There are only so many hours in the day – or so the busy business folks lament. I have found myself over-committed and without the time I wish I had to get everything done each day.  I remember when I got my first big promotion, and I was given increased responsibility and dirt to cover. . .and the…

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How to Hire the Best Team

The team is the lifeblood of amazing Customer service.  The stakes for hiring and training the right team “on the ground” are extremely high, because you can have the most amazing product and talented leadership, but without the right Associate base, you will never find success. There is a common misconception out there – Leaders will often…

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