When I was a schoolteacher, I had a particular student who, while talented, acted out a lot. He was loud and belligerent. He was difficult to keep on task and had a hard time seeing the value and need for learning certain things. Long story short, he was a challenge. A lot of my questions … Continue reading What is modeled gets copied. Yet another leadership responsibility.
Month: April 2023
Great service requires rowing together.
One of the problems causing poor service in a business is lack of alignment. In other words, everyone on the team not being on the same page. But what page? You see, like a rowing crew, everyone in a business must be rowing together in sync. Everyone needs to understand that they serve. Every employee … Continue reading Great service requires rowing together.
Do you know who you are competing with? You need to think bigger.
Here’s one question that comes up regularly: Is a company’s customer service competing with their direct competition or others as well? Many years ago, I took a class in Quality Customer Service at the Disney Institute in Orlando. In one activity, they asked attendees to make a list of all of Disney’s competition. As you … Continue reading Do you know who you are competing with? You need to think bigger.
The fundamental reason so much service stinks and the first step in moving beyond it.
What’s the biggest problem with companies delivering great service? That’s a big question. To answer, I will begin with two short stories. The first one concerns a plane trip where, after boarding, I sat in my aisle seat next to an elderly woman. An announcement came from the captain that we would be a little … Continue reading The fundamental reason so much service stinks and the first step in moving beyond it.