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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Do Your Goals Make Sense?

Your team looks to you every day to ensure that the goals set forth for your organization make sense and that you are poised to lead the team to achieve them. Guests also depend upon your leadership as they expect organizations to keep refining their processes, innovating, and finding ways to make their lives easier.…

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How Details Can Win You More Loyal Customers

When it comes to building loyalty with your Guests any number of things can have an impact every single day. There are 321 things that have to be right in any business to make Guests happy and any one of them can be a reason why Customers stay with you or dump you for a…

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Happy Team = Happy Guests 

Your Guest’s experience is dictated by how well (or not) your team is motivated to treat them. After all, your team on the ground is most responsible for serving your Guests.  They are your ambassadors.  They ARE your brand to those who are visiting your business. And if you have a large, decentralized organization, likely…

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5 Ways to Show Your Guests the Love!

Great Customer service is a game changer.  It can elevate a “good” product to “great” status.  It can build fantastic loyalty with Guests and it can make you the envy of your Industry. When you think of companies that give great Customer service, it makes you smile, doesn’t it?  Don’t you wish you were there…

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Leadership Lessons From The Super Bowl

Over 100 million people will watch the big game this year. Take a moment to let that sink in. To put it in perspective only 13 countries have a population greater than 100 million. But we aren’t here to talk about TV audiences or population density – but rather the big game itself.  The game…

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Is Your Training Awful? Try These 5 Tips

Do you worry that you’re team isn’t well trained? Is it keeping you up at night? Do you feel like if you had better training then you might retain your talent? You are right to be worried – all of these concerns are ones that leaders and Customers encounter in the workplace every single day.…

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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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Flying the Friendly Skies?

Airline Customer service is often an exercise in irony. I can tell you as a frequent traveler that there truly is a wide range of service when it comes to the airline business.  Much like you might find a different dining experience in a drive through than at a white table cloth establishment, there is…

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