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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Do Your Goals Make Sense?

Your team looks to you every day to ensure that the goals set forth for your organization make sense and that you are poised to lead the team to achieve them. Guests also depend upon your leadership as they expect organizations to keep refining their processes, innovating, and finding ways to make their lives easier.…

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How Details Can Win You More Loyal Customers

When it comes to building loyalty with your Guests any number of things can have an impact every single day. There are 321 things that have to be right in any business to make Guests happy and any one of them can be a reason why Customers stay with you or dump you for a…

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Happy Team = Happy Guests 

Your Guest’s experience is dictated by how well (or not) your team is motivated to treat them. After all, your team on the ground is most responsible for serving your Guests.  They are your ambassadors.  They ARE your brand to those who are visiting your business. And if you have a large, decentralized organization, likely…

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