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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How Front Line Associates Drive Great Customer Service

Great leadership is important. A fantastic product is crucial. Organizational objectives are great. But without a great front line team you will never win. That is because the front line team is the key to driving fantastic Guest experiences.  But we all know that right?  Or do we? Sometimes the lack of care taken with…

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Powerful Customer Service Resolutions for 2016

I do love the idea of making New Year’s resolutions.  Every year I thoroughly consider what my biggest goals will be for the coming year and then I attack them.  If you are going to have more success with your resolutions than those who abandon the Gym after two weeks then you must have a…

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5 Things Star Wars Teaches Us About Customer Service

I have to admit that I am a bonified Star Wars geek. From Tatooine to Coruscant and everything in between, I am die hard Star Wars fan – and this weekend I had the pleasure of attending the premier of the latest installment: THE FORCE AWAKENS.  Regardless of how this stacks up against the originals,…

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