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...
When it comes to serving Guests, there is no substitute for great leadership. Leaders set the tone, show the way, and reinforce behaviors – even when they don’t mean to do so. So that’s the thing you have to remember, people are watching you to learn how...
The team is the lifeblood of amazing Customer service. The stakes for hiring and training the right team “on the ground” are extremely high, because you can have the most amazing product and talented leadership, but without the right Associate base,...
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...
Hassles are such a drag. Have you ever noticed that some places are more interested in telling you why something can’t be done rather than how it can be made possible? It seems like such as waste of energy and a drain on patience. Sure there are going to be times when...
