Organizations seek every day to differentiate themselves within their marketplace and create emotional connections. Often that leads to processes, programs and training – and yet nothing changes in terms of service. Overall Service remains tepid and Guests are...
Everybody likes surprises, right? Well I certainly do, and I want to share with you how a thoughtful gesture on my birthday made all the difference. Mostly, Guests are hoping that interactions will be quick, effortless, and meet their basic needs. It is, however,...
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...
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...
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...
