Flying the Friendly Skies?

Airline Customer service is often an exercise in irony. I can tell you as a frequent traveler that there truly is a wide range of service when it comes to the airline business.  Much like you might find a different dining experience in a drive through than at a white table cloth establishment, there is…

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Why Department Stores Must Sell Service First

Department stores invoke memories of a simpler time. I think back to the history of some of the most storied American brands such as JC Penney, Nordstrom, and Macys.  These are iconic brands – a part of our social fabric and the precursor to the modern super stores.  But for many, like me, there is…

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Powerful Strategies for Customer Service Week

This week is like Christmas for those who serve Guests and lead teams. Why? Because it’s Customer Service Week! In 1992, President George H. Bush signed a proclamation establishing National Customer Service Week.  Every year, in the first full week of October, businesses were asked to pause and celebrate those who deliver great service on…

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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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