Words matter to be sure. Treating your team well is important. What you call them matters. . . to a point. The word “employee” has fallen out of favor recently and been replaced by several different iterations. Many organizations now have...
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...
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...
