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...
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...
This week is like Christmas for those who serve Guests and lead teams. Why? Because it’s Customer Service Week! In 1992, President George H. Bush signed a proclamation establishing National Customer Service Week. Every year, in the first full week of...
There are only so many hours in the day – or so the busy business folks lament. I have found myself over-committed and without the time I wish I had to get everything done each day. I remember when I got my first big promotion, and I was...
Communication (or lack thereof) is one of the most mentioned items in a majority of employee engagement surveys. I’ll grant you that this is often the catch phrase of the disgruntled employee, but that doesn’t mean that it isn’t true. Taking the...
Customers are prone to snap judgments. They make decisions very quickly when it comes to how they perceive your business and the service you provide. With that in mind, it is critical that each and every part of the customer experience is managed and tweaked to show...
