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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5 Strategies Great Leaders Understand About Customer Service

When it comes to serving Guests, there is no substitute for great leadership.  Leaders set the tone, show the way, and reinforce behaviors – even when they don’t mean to do so. So that’s the thing you have to remember, people are watching you to learn how to behave.  We set examples – for better…

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The Power of Yes

With the state of our airlines, politics, and social media, doesn’t it seem like organizations look to make things as hard as possible for their Guests, constituents, or fans? It seems like leaders have forgotten the impact that positivity can have on their businesses – both for their Guests and their teams. There is power…

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4 Strategies to Satisfy Angry Guests

Guests will get frustrated.  They will complain at some point about lackluster service or products.  They will end up speaking to you or your team about why they are upset and what they want to make up for it. And sometimes they are even right. The one thing you have to prepare yourself and your…

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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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What I Learned About Customer Service When I Took My Nieces to Magic Kingdom

Some events are once in a lifetime kind of things. They are rights of passage that don’t come with do overs. For me, just this week, I had the chance to take my nieces to Walt Disney World for the very first time.  With special permission from their parents, we planned the girl’s first trip…

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3 Ways to Help Associates Up Their Game

When you start to notice that your team isn’t performing at maximum potential, you have to move quickly. Performance management is a slippery proposition – and one that can very quickly deteriorate out of control. As leaders, one of our key values has to be to select, hire, train, and motivate the very best teams. …

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