Is Your Customer Service a Horror Show?

As the calendar turns to Fall, and the holiday season is right around the corner, it is time for a Customer service gut check. Service is bad out there, folks. There is a divide in the service landscape and it runs the gamut from amazing to disappointing. Like most things out there, you might only…

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The Basics Part 4: Great Training

Well trained team members give the very best Guest service.  Too often when you have a sub-par service you can likely look across the counter and deduce that the person serving you is new or under-trained – or both. Businesses have been slow to embrace that poorly trained team members give terrible Customer service.  This…

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The Basics Part 3: Big Thinking About Little Details

Details matter. In fact, they are really the only things that matters. When you boil down the Guest experience it is the total of hundreds of touch points that defines their time in your business.  That means that every little thing that touches your Guests can be impactful and tells a story about what is…

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The Basics Part 2:  Stay Strong Through the Whole Shift

Sometimes its not how you start, its how you finish. We have all visited the restaurant or bar that is in its last hour of service, but it seems they have already mostly closed for the night. This is frustrating to Guests who come in during those times because their expectations are no different just…

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The Basics Part 1:  How Clean is Your Business?

Although loyalty may not be driven by satisfaction, it cannot exist without it. That means that you have to cover the basics first everyday.  When you look at the hierarchy of excellence, it is much like a pyramid.  You really can’t get to the pinnacle before you have built a solid foundation.  There has to…

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Leadership Lessons from Memorial Day

Memorial Day has its roots as far back as 1868 and became an official holiday in 1971.  This is a day for honoring those who served and died in our armed forces and is a sobering reminder of sacrifice and honor. This holiday is a time for all of us to take a pause, practice…

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Don’t Blow It When You Get Busy

Businesses love the busy seasons. For many this is represented by November and December – but often many organizations find that they have a real uptick during the summer months as well.  When you think about amusement parks, zoos, home improvement, and the construction industry, their sales mimic the temperatures as they climb in the…

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Airlines Teach Us NOT to Do These 4 Things

We have all seen the videos.  We have all cringed as we see the airlines continue to misbehave. We have seen folks removed from planes, families disrespected, and bargain airlines take pride in their lack of Customer service. Now let’s begin by clearing the air.  Guests aren’t always right.  In fact, they are wrong a…

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Growing Success From Failure

Failure gets a bad rap. Certainly winning is much more fun, but there are certain lessons that can only be learned by falling flat on ones face. The reality is that often we don’t learn as much from success as we do from losing.  Winning is easier to deal with and can lead to complacency.…

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