It is the season of list making and predictions. There are about a hundred lists out there about how to win with customer service in 2019, and they are written by people of purpose, passion, and intellect. But many of them are neglecting one...
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...
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...
Failure gets a bad rap. Certainly winning is much more fun, but there are certain lessons that can only be learned by falling flat on ones face. The reality is that often we don’t learn as much from success as we do from losing. Winning is easier to deal...
All too often when things go astray with Customer service it is because businesses don’t have their processes buttoned up. Process is like air – you don’t appreciate it until you don’t have it. I can remember working in a business that had a determined batch of...
