Customer service doesn’t live in an office, a book, or a manual. It lives in each one of us and our teams every minute of every day. We cannot set up a list of must-dos for our teams, and then walk away and allow them to execute. If it worked...
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...
Have you ever been the new kid on the block in your organization? I ask because I think at a basic level we’ve all been there at some point in our personal or professional lives. Whether you’ve moved to a new city, started a new job, or been a part of an...
Sounds so simple, doesn’t it? It might be considered old fashioned, but thanking Customers seems like the least we can do when they pony up hard earned money for our goods and services. Whether you’re in banking, cheeseburgers, or widgets, the ask is the same. When...
Customers absolutely hate negativity! There is much more power in starting with YES. You would think some days there is a contest out there for how often rules and nonsense can get in the way of a great Customer experience. Now that isn’t to say that you have to honor...
