When Your Resolutions Crash and Burn

I have a friend who runs a fitness center.  He told me that ever year their membership skyrockets in January and like clockwork, his business is packed most of the day in the weeks following New Years. You probably know what is coming next – by the end of January, the attendance is right back…

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Making Customer Service Great Again

Its a new year. Time to dust off that Customer service love and move forward into 2017 with passion. Many have taken the time to tick off the best of Customer service from 2016.  Others will tell you what is up and coming for this new year. I want to talk about what can be…

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Powerful Strategies for Customer Service Week

This week is like Christmas for those who serve Guests and lead teams. Why? Because it’s Customer Service Week! In 1992, President George H. Bush signed a proclamation establishing National Customer Service Week.  Every year, in the first full week of October, businesses were asked to pause and celebrate those who deliver great service on…

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4 Ways to Serve Up Great Service in Restaurants

Everyone goes out to eat, right? It is the tradition of first dates, mother’s day, birthdays, and anniversaries alike – and that means there is more baggage than meets the eye when it comes to serving restaurant Guests.  I really believe that if anyone wants to understand leadership and delivering meticulous detail under pressure, they…

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Improving the Higher Education Customer Experience

This week begins our 10 week journey into 10 different types of businesses and how they can deliver exceptional experiences for Customers. This week we will be diving into Higher Education – which is particularly relevant since many schools started back this week or are about to welcome students in the coming days. Much of…

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3 Secrets to Staging a Leadership Intervention!

I was traveling to Texas last month to spread the Customer service love – which meant a flight out of my second favorite airport – Detroit Metro.  As a regular business traveler, I find it a great place to fly from, and in my opinion is only challenged by the Orlando International Airport. Monday morning…

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5 Ways The Olympics Inspire Excellence

The Olympics have always meant a lot to me personally.  I remember growing up with 4 television channels and every 2 years the games came along and changed the fabric of entertainment.  They were a testament to national unity and the previous night’s competitions were the topic of conversation the following day. There is still…

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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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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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