Empowerment favorite

Bust Out of Service Fatigue: Embrace Empowered Leadership

Although there are several factors that lead to service fatigue in individuals and across teams, an absence of confident and competent leadership might just be the single biggest contributor to...

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thankyou

When Did “Thank You” Become Hard Work?

"Thank you." Somewhere along the line, these two easy words have become hard for people to say. I don’t mean the robotic phrase used at the end of a transaction: “Thank you. Have 
a nice day.” I mean the sincere appreciation that should follow every contract signed or every referral...
Showtime

It’s Showtime

Great customer service doesn’t just happen. The health care organization where I worked for eighteen years was renowned for customer service. Patients for miles around said what a great health care experience it was. Referring physicians frequently asked me, “How did you find such great staff?” Want the full article...
Print

Wrapped In Stillness: Download the Digital Book

Thank you for your interest in my first book, the personal retreat guide Wrapped in Stillness. Whether you want to simply recapture your inner peace in the midst of a hectic life or do some soul searching over pending decisions, a retreat can be a life-changing solution. Wrapped in Stillness is the...
sorrystatements

Stop the Sorry Statements Once and For All

In an episode of Seinfeld, George Costanza says, “You can stuff your sorries in a sack, mister.” He meant, "Your apologies are not accepted!" Are you using sorry statements in your business or organization? Many companies are quick to say “I’m sorry,” because they believe the statement comes across as...
Old Change Grosenbachs

How Small Changes Make a Big Impact

Recently, a program attendee did something special. She and her husband own Grosenbach's Auto Repair in Oglesby, Illinois and she emailed to let me know they tried one of my creative sales ideas. These crafty customer service pros had a sign made that says “If the light's flashing, no waiting...
Stand Out Value Add

How To Stand Out in Your Marketplace

You achieve a unique stamp in your marketplace by delivering a noteworthy guest experience, making extras count without a doubt, and providing value-added benefits to your offerings. Here's an excerpt from my article on how to do it. Use the link below to get the full resource. Deliver a Noteworthy...
Attitude

Is My Body Language Showing?

It's so important to factor in body language when it comes to making a first impression. Before you open your mouth to speak, you
 have already delivered a message. The words you speak, intertwined with your body language, communicate whether you are approachable or unapproachable, and so much more. Here's...
Relay Race Handing Over Female Male

Transitions That Work: Passing the Baton

One area that receives the lowest scores when we conduct a guest encounter audit for a client is the lack of smooth transitions during the transaction. Imagine a track relay team: one runner has the baton. As he approaches the next runner, they stride in unison for several lengths. He...
dontdisappoint-service

Do Not Disappoint: The Power of Positive Positioning

Here is a key sentiment on customer service: once you have set an expectation of a good experience, do not disappoint. Before making a presentation for nurses, I asked a critical care nurse what she wanted her staff to hear during my talk. She responded, “I want you to say,...