Many times I enter a business and while I get pretty good service, it seems fake or scripted. It makes me feel like I’m on an assembly line and I am waiting to get a bolt installed instead of a person with individual needs. Why has it gotten to this? I think it has to … Continue reading Defining “Customer”
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What’s Your Mission?
What’s your mission? I am always surprised at the number of employees who have no idea of the mission of their company. They often cite the fact that it is a statement that is largely meaningless or it is too long to remember. When I hear that, I ask them, “What does your company do? … Continue reading What’s Your Mission?
Listen: Four Steps to Building Your Fan Base
How can I grow my customer base? How can I build a large following of loyal fans? Well, here is the simple answer…LISTEN TO YOUR CUSTOMERS! Review every customer satisfaction survey. How many times do you look over surveys and when you see good scores, you put it down and look for ones with bad … Continue reading Listen: Four Steps to Building Your Fan Base
Am I a Leader?
I taught a class on customer service basics yesterday and also spoke a bit about leadership and the need for leaders to deliver great service. While we discussed this, I heard some attendees say things like, “I’m not a leader, I’m just an employee” or “When I get into management, I’ll get to lead.” This … Continue reading Am I a Leader?
Safety, the Duty of Leadership
A friend of mine and I were talking the other day on the subject of leadership and what it is to have a great boss. As we talked, he mentioned that the best boss he ever had was one who “had his back.” In other words, this boss protected his people. My friend went on … Continue reading Safety, the Duty of Leadership
Connect
“How do you do that?” My kids ask me that periodically when I end up talking to a complete stranger in the checkout line at the grocery store or on an elevator. They seem to marvel that I can not only start up a conversation but that I have a desire to do it. It … Continue reading Connect
The Big Question
I was talking to a friend yesterday who is an educator. She recently took the position of Chair of her department. In our conversation, she relayed her frustration that so many of her colleagues presented ideas and wanted to implement policies that she did not feel were in the best interests of the students. She … Continue reading The Big Question
Purpose
What guides your business decisions? Starbucks, Zappos, Southwest Airlines, and Disney are examples of companies that make decisions based on what makes their customers successful and they prepare their people and their operations to follow through. This decision-making is due to clarity of purpose, “everything we do, we do to make our customers successful.” This clarity … Continue reading Purpose
Imagine
IMAGINE: You're at Disney and you spend $6 on an ice cream for your 6-year-old, who promptly drops it. Crying and upsetness (is that a word?) ensues. Along comes a Disney cast member and says, "For a replacement charge of $3, I can get you a new one." REALITY: Out of nowhere a Disney cast … Continue reading Imagine
Got Engagement?
I've been thinking about what engages employees because I've seen a lot of organizations with ass-dragging employees delivering ass-dragging service. Now, I’ve recently read various articles, infographics, and things and they all have the typical 25 things to engage employees or the top 10 things for creating a great workplace. It all looks complicated, and … Continue reading Got Engagement?
Neal Woodson 