3 Leadership Lessons From Halloween

On mounting a rising ground, which brought the figure of his fellow-traveler in relief against the sky, gigantic in height, and muffled in a cloak, Ichabod was horror-struck on perceiving that he was headless!–but his horror was still more increased on observing that the head, which should have rested on his shoulders, was carried before…

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Winning Processes for Amazing Customer Service

All too often when things go astray with Customer service it is because businesses don’t have their processes buttoned up. Process is like air – you don’t appreciate it until you don’t have it. I can remember working in a business that had a determined batch of employees and a talented group of managers; however,…

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5 Productivity Tricks to Help You Serve Your Customers

There are only so many hours in the day – or so the busy business folks lament. I have found myself over-committed and without the time I wish I had to get everything done each day.  I remember when I got my first big promotion, and I was given increased responsibility and dirt to cover. . .and the…

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How to Hire the Best Team

The team is the lifeblood of amazing Customer service.  The stakes for hiring and training the right team “on the ground” are extremely high, because you can have the most amazing product and talented leadership, but without the right Associate base, you will never find success. There is a common misconception out there – Leaders will often…

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How to Fix Your Customer Service in 5 Steps

Sometimes your Customer service is just plain bad and you have to deal with it. I can remember taking over a piece of business in a large metro area many years ago.  This was one of those struggling locations we have all encountered – some call them turnaround accounts.  I call them a lot of…

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3 Lessons to be Learned From Labor Day

The first Monday in September has been designated as a day to celebrate the contributions of American workers to our prosperity and success. It is only fitting that we take the time to consider how we can help this amazing workforce to be even more productive and Guest Centric. Front line teams depend on us…

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Customer Service Mapping: Observations to Improve Service

Customer service doesn’t live in an office, a book, or a manual.  It lives in each one of us and our teams every minute of every day.  We cannot set up a list of must-dos for our teams, and then walk away and allow them to execute.  If it worked that way, we wouldn’t need…

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Tough Times? Tactics to Keep Your Customer Service Strong!

Anyone can lead amazing Customer service and outstanding execution when times are easy and the mojo is rolling. It’s how we drive that same mission when things are a little tougher that matters. There are so many variables in business, service, and leadership, that we have to be ready to execute in less than ideal…

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Starting College: 5 Tips to Learning Leadership

Across the country many universities will be starting classes and welcoming a new freshman class to campus. Parents are jockeying for the last few minutes with their children before leaving them to their futures and those same students are filled with trepidation and excitement.  And the hope that they’ll be able to sneak home soon…

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3 Tips to Giving Your Customers What They Want

Your Guests know what they want. They come to you to get it. But they also know where to go if you can’t deliver it. Those businesses that want to succeed must deliver upon their Guest’s needs and make sure that they do so consistently. Those who fail to do so will certainly find their Guests…

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