Anyone can lead amazing Customer service and outstanding execution when times are easy and the mojo is rolling. It’s how we drive that same mission when things are a little tougher that matters. There are so many variables in business, service, and leadership, that we...
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...
Your Guests know what they want. They come to you to get it. But they also know where to go if you can’t deliver it. Those businesses that want to succeed must deliver upon their Guest’s needs and make sure that they do so consistently. Those who fail to do so...
If you love movies like I do, then you have heard the 10% myth. You know, that old urban legend that says we only use a small percentage of our brain. The myth goes that if we could just bust loose that remaining 90% we would be unstoppable geniuses that could freeze...
Folks love to know when they’ve done a great job. It energizes them. It gives them purpose. It reinforces the positive behaviors. And it makes them hungry for more. When I was first beginning in Leadership, I had my team approach me to say that they thought I was too...
Without a rudder, Customer service in most organizations will fall flat. They will meander, try, attempt, hope, and plan. Then they fizzle. Then they will fail. The reason is clear: Many organizations have rolled out a Customer service platform, but have neglected to...
