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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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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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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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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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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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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Three Leadership Lessons from Shark Week

The diver entered the cage and lowered into the choppy ocean.  He adjusted the camera on its mount, checked his air flow, and then let the boat above know that he was set and ready to film. Then a 20 foot Great White Shark swam at the cage, gripped it with its powerful jaws, and…

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The 4 Secrets to Leading Like You Mean It!

It all started when I needed some ice cream. You know those kind of cravings that you just can’t ignore?  I needed a pint of the most amazing, local small batch ice cream, so off to the market I went.  This is one of my favorite stores to visit as it is a locally owned…

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3 Imperatives our Founding Fathers Knew About Leadership

There is no better day to contemplate the contributions of our Founding Fathers than on Independence Day.  As the fireworks light up the evening sky, I am reminded of the sacrifice, Leadership, and vision that the Founding Fathers exhibited during the inception of our nation. During times of great change, it takes true Leadership to…

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