The Basics Part 6: Managing Perceptions

I went to the movies last night and I am surprised I’m not still in line waiting for my popcorn. When I walked into the theater it was obvious I was in for a bit of a wait.  It was one of those cold winter Friday nights when there isn’t much to do outside and…

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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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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 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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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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The Basics Part 1:  How Clean is Your Business?

Although loyalty may not be driven by satisfaction, it cannot exist without it. That means that you have to cover the basics first everyday.  When you look at the hierarchy of excellence, it is much like a pyramid.  You really can’t get to the pinnacle before you have built a solid foundation.  There has to…

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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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The Power of Yes

With the state of our airlines, politics, and social media, doesn’t it seem like organizations look to make things as hard as possible for their Guests, constituents, or fans? It seems like leaders have forgotten the impact that positivity can have on their businesses – both for their Guests and their teams. There is power…

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