Wow – These Jobs Are Hard!
Have you seen the television show, Undercover Boss? It’s a great show in which CEOs go “undercover” to work jobs on the front lines of their organizations, often with hilarious results. Even if you...
View ArticleFour Steps for Creating a Culture of Customer Service Excellence
In this video I describe four steps that I believe any organization can use for creating a culture of customer service excellence. Don’t let the simplicity of these steps fool you; they work! If you...
View ArticleFour Steps for Creating a Culture of Customer Service Excellence
In this video I describe four steps that I believe any organization can use for creating a culture of customer service excellence. Don’t let the simplicity of these steps fool you; they work! If you...
View ArticleThe Difference Between Good Customer Service and GREAT Customer Service
I’m always looking for the subtleties that differentiate good customer service from great customer service. And the difference usually is subtle. This example highlights that difference. My son and his...
View ArticleUpcoming Customer Service Webinar
On Wednesday, December 1, 2010, I’m going to be the featured guest on www.FreeWebinarWednesdays.com and thought you’d like to sit-in live. The webinar will run from 1PM-2PM Eastern Time, and I’ll be...
View ArticleWill the Timing Ever Be Right?
Most of us have had an idea for a project that we’re passionate about, only to be met with resistance in the form of, “The timing isn’t right.” The timing excuse might have to do with the economic...
View ArticleMake the Most of a Customer Conflict
I’m not what you’d call a confrontational person. I don’t enjoy being involved in conflict, and I get uncomfortable when I see or hear others in conflict. I’m not sure why, it’s just the way I am. But...
View ArticleDo Standards of Performance Stifle Creativity?
In one of my customer service workshops not long ago, I shared some of the practices I learned while working at Walt Disney World. A clearly agitated participant stood up during the question and answer...
View ArticleHow Fast Are You?
A comment I often hear during customer service workshops is: “Customers have gotten so demanding. They expect too much!” I respectfully disagree. I believe that customer service in general has gotten...
View ArticleCustomer Service Grace Under Pressure
In this video I discuss the art of delivering a positive customer experience, even when things are hectic and you have to move quickly. If you receive my blog via email, you may need to click here to...
View ArticleCreating Moments of Wow
Many companies I consult with are in search of that magical, all caps, bold WOW they can create for their customers that will result in insane customer loyalty. And I’m all for the big WOWs. I love to...
View ArticleTaking Pride In the Job
My wife and I are in the middle of a major home interior renovation. Seeing my home completely torn up has caused me several times to get on my knees and ask my wife, “How did I let you talk me into...
View ArticleIndifferent Service – The Silent Killer of Customer Loyalty
In this video I share the elements that differentiate caring customer service from indifferent customer service. If you received this blog post via email, you may need to click here to view the video.
View ArticleCompleting Tasks Versus Creating Experiences – Pike’s Place Fish Market
In this video I showcase the world-famous Pike’s Place Fish Market as an example of taking a routine task (selling fish) and turning it into an experience that delights customers.
View ArticleWhen an Employee Just Isn’t Cutting It
One of the most challenging situations that faces any leader is having to deal with a wrong fit employee. Leaders should, of course, give the employee a chance to improve through coaching, additional...
View Article“In the Moment” for Customer Service
The only way that we can consistently delight our customers is if we are truly present for them – truly “in the moment.” If we’re not in the moment, we miss the visual, verbal, or even written clues...
View ArticleMaking the Experience Easier For the Customer
In this video I address the question: Are you making things easier for yourself or easier for your customers?
View ArticleThe Uber Experience
In this video I discuss my recent experiences with the Uber ride-sharing service, and how they’re changing an industry by creating an outstanding customer experience.
View ArticleThe Fundamentals of Excellent Customer Service
In this video I focus on the core expectations our customers have of us, and how that knowledge can help us deliver excellent experiences.
View Article
