The Basics Part 5: Ask Lots of Questions

Great leaders ask great questions. Leaders with tremendous legacies inspire everyone to ask questions. So often in organizations people lack the basic curiosity needed to find greatness.  They settle for answers that feed their agendas, their egos, or both.  They don’t dig for the answers that can help make their business better, but rather settle…

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Is Your Customer Service a Horror Show?

As the calendar turns to Fall, and the holiday season is right around the corner, it is time for a Customer service gut check. Service is bad out there, folks. There is a divide in the service landscape and it runs the gamut from amazing to disappointing. Like most things out there, you might only…

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The Basics Part 3: Big Thinking About Little Details

Details matter. In fact, they are really the only things that matters. When you boil down the Guest experience it is the total of hundreds of touch points that defines their time in your business.  That means that every little thing that touches your Guests can be impactful and tells a story about what is…

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The Basics Part 2:  Stay Strong Through the Whole Shift

Sometimes its not how you start, its how you finish. We have all visited the restaurant or bar that is in its last hour of service, but it seems they have already mostly closed for the night. This is frustrating to Guests who come in during those times because their expectations are no different just…

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5 Strategies Great Leaders Understand About Customer Service

When it comes to serving Guests, there is no substitute for great leadership.  Leaders set the tone, show the way, and reinforce behaviors – even when they don’t mean to do so. So that’s the thing you have to remember, people are watching you to learn how to behave.  We set examples – for better…

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Plan Versus Improvisation. . .Don’t Ignore These 4 Strategies

Leadership is a balance between plan and improvisation. Between thinking and reflex. Too far one way and you are sluggish.  Too far the other and you are reckless. Most great leaders understand this dance and embrace it.  They realize that not everything can be planned and scripted and that while a certain level of planning…

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Leadership Lessons from Memorial Day

Memorial Day has its roots as far back as 1868 and became an official holiday in 1971.  This is a day for honoring those who served and died in our armed forces and is a sobering reminder of sacrifice and honor. This holiday is a time for all of us to take a pause, practice…

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It’s Truly a Matter of Trust

When everything starts with trust, it’s amazing what you can accomplish. When Associates trust their leaders, it drives more productive work environments which are more likely to put Guests at the center of everything. It also leads to less turnover, increased morale, and the reputation for being a best place to work. This in turn will…

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3 Ways to Help Associates Up Their Game

When you start to notice that your team isn’t performing at maximum potential, you have to move quickly. Performance management is a slippery proposition – and one that can very quickly deteriorate out of control. As leaders, one of our key values has to be to select, hire, train, and motivate the very best teams. …

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Making Customer Service Stick: 5 Tips to Sustain Culture

Sustaining any business initiative is one of the top struggles every organization faces. It is a constant struggle to breathe life into a strategy in such a way that gives it legs for the long term.  But any Customer service platform that is to succeed has to have the stickiness borne from constant attention, pruning,…

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