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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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Boundaries – Bust Out of Service Fatigue

Ready to register? Sign Up Here Can anyone remember the days when work fit neatly into the 9-5 workday?  When there wasn’t a tether to the office through constant digital connection?  While technology has led to many amazing opportunities for most of us, there is a downside that could be...

Motivation, Morale & Mood — Bust Out of Service Fatigue

Watch the event recording now. Ready to register for future sessions? Sign Up Here I call it the “3M” formula, and it’s where everything in excellent customer service delivery starts: motivation, morale and mood. Service Fatigue is real, and it’s causing many companies to re-evaluate what work should look like,...

Bust Out of Service Fatigue!

Ready to sign up for the virtual conversations? Registration is now open! REGISTER HERE A new year is usually met with a fresh sense of energy, commitment, and a resolution to do things in life better or bigger. There is nothing quite like turning the page on the calendar to...
2022 Of Centre Target Of Dartboard. Business Hitting To Achieve

Themed Living: My Theme for 2022 — Is it Enough?

Every year about this time I choose a theme for the coming year. I call it theme living, and it’s defined as choosing a word or short phrase to focus on starting January 1 and lasting for the next 365 days. Some years have been fun, like 1998, “The Year of No!” And some years were super challenging, like 2011, “No Soda, No Sass.” (For...

Found! Three Common Mistakes Discovered While Secret Shopping (And How to Fix Them)

One of the premium services I offer to clients seeking to level-up their customer service delivery is Secret Shopping. My team and I experience your business as a customer would and report back on our findings, good, bad or ugly. And of course, we always provide solutions to help your team improve...

The Power of Service: Be Prepared for Customer Service Week

Since 1991, the first week of October has been deemed National Customer Service Week by the Customer Service Group. With the week quickly approaching this year (October 4-8), I’m getting a jump start on the celebration and I hope you will, too. At a time when there’s a lot of noise...
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Changing the Game, NOW!

As a lifelong lover of board games, a statement in a recent report by Forrester® research really grabbed my attention. It said: “Companies have gone from a whack-a-mole approach to playing a very different game in order to advance their customer service.” I was intrigued. What is this new game...

Yes, I’m Talking to YOU!

This space is usually reserved for a monthly lesson on customer service, where I share my latest insights into helping you and your team deliver exceptional guest experiences every single time. We’ll return to that regularly scheduled programming soon, but first I’m excited to share a career milestone that I recently celebrated at the National Speakers Association annual conference...

Shoehorned Into Customer Service Excellence 

Tip: scroll to the end of this article to watch Laurie's brief overview video! There’s no doubt that the pandemic forced us to adjust how we did business for a time, for everyone’s health and safety. In many instances,  businesses were forced to make their services fit into new regulations, which...