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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Stop Making Customer Service So Complicated

Customer services doesn’t have to be complicated. I have worked with many organizations over the years, and one thing I have noticed is that struggling businesses tend to over complicate things.  Whether it is their brand proposition, their hiring process, or how they serve their Guests, often the most successful businesses keep it simple. That…

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3 Things Tax Day Teaches About Customer Service

I hate doing my taxes. Oddly enough it has nothing to do about actually paying the taxes – sure, I wish they were less, but it is more about the arduous nature of the process than anything else. I gave up trying to do them myself some time ago – and the reason was fairly…

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Make Customer Service Your Super Power

The best part about serving Guests is the ability to start new every day.  In most businesses we are only as good as the last Guest we served. Each day we have the ability to be game changers.  In a fundamental way, every time we have the pleasure of serving a Customer we can improve…

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So Many Choices.  So Much Frustration

I was watching Netflix last night and I got in one of those ruts where I couldn’t decide what to watch. It wasn’t for lack of choice – quite the contrary – the choices had me flummoxed as to what to choose.  I scrolled through screen after screen of quality programming, but in the end,…

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Leading High Value Customer Service

Many times it is easy to fixate on certain key touch points that drive the Customer experience within our operations – and that is often a fantastic place to start.  Businesses that find the greatest success, however, take a more holistic approach to serving Guests. The sum total of a Guest’s experience within your business is…

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Why Terrible Training is Killing Your Business

Training is absolutely the key to it all.  When you receive an amazing experience and quality service, you have training to thank.  Sure process and a great product are key, but there is no substitute for training. The price of training is high – but not nearly so high as the price of not training…

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3 Ways to Eliminate Hassles For Your Team

Hassles and inconveniences are not only dissatisfiers for your Guests, but for your team as well. When employees have to work too hard to do their jobs they tend to give up.  They tend to get frustrated.  Then they tend to take that out on their Guests. Frustrated employees give terrible Customer service and that…

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