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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The 12 Days of Customer Service

  I love the holidays. I love that time between Thanksgiving and New Year’s Day when things seem to slow down a little. When folks seem to smile a little easier and everyone is just a little bit nicer.  This is a magical time of year, and for me, it is a lesson in courtesy…

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Happy Birthday Walt Disney

Walt Disney is one of my heroes. December 5th is his birthday, and every year on this day I like to take a moment to consider the impact he had on those of us in the entertainment and service businesses. He is an icon, a role model, and absolutely an inspiration. But why? Why do…

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Putting the Thanks in Thanksgiving

Thanksgiving is the most unassuming of holidays. It heralds in the holiday season and a marked uptick in civility and courtesy in the universe. It doesn’t ask anything except for families to gather and spend time together – and indulge their love of pumpkin pie. It ranks as many people’s favorite holiday as it focuses…

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3 Steps to OWN Your Customer Service

Why change so slowly? Why wait so long? Why lose so many Guests because your Customer service is lackluster? The quick answer is that you don’t have to!  You can deliver great Customer service if you take the time to combine energy, speed, and planning. Whenever I embark on a mission to improve Customer Service,…

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