The Nuts and Bolts of Customer Service: How Home Improvement Stores can Win.

When we discuss specialized industries, some bring more trepidation to Guests than others.  For many, there is nothing more daunting than a foray in to the world of home improvement. Let’s face it, for most people their home is their single biggest investment and a symbol of family and security.  It is also a complex…

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Shopping For Great Service in Grocery Stores

When it comes to shopping for groceries, it has become about much more than just putting food in a cart and driving home. There are a wide array of great experiences out there now in the grocery marketplace, and there is likely a little something that each retailer can learn from another.  I think most…

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4 Ways to Serve Up Great Service in Restaurants

Everyone goes out to eat, right? It is the tradition of first dates, mother’s day, birthdays, and anniversaries alike – and that means there is more baggage than meets the eye when it comes to serving restaurant Guests.  I really believe that if anyone wants to understand leadership and delivering meticulous detail under pressure, they…

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Improving the Higher Education Customer Experience

This week begins our 10 week journey into 10 different types of businesses and how they can deliver exceptional experiences for Customers. This week we will be diving into Higher Education – which is particularly relevant since many schools started back this week or are about to welcome students in the coming days. Much of…

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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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