Thankfulness and the Art of Guest Service

One of the reasons I love thanksgiving (and the holidays in general) so much is it is all about connection. It is about reconnecting with folks you’ve lost touch with. It’s about taking the time to consider what matters most. It’s also a time to take a breath and connect with yourself. Now before you…

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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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The Basics Part 4: Great Training

Well trained team members give the very best Guest service.  Too often when you have a sub-par service you can likely look across the counter and deduce that the person serving you is new or under-trained – or both. Businesses have been slow to embrace that poorly trained team members give terrible Customer service.  This…

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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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