Let’s face it—there’s no shortage of customer service advice out there. Break room walls are practically wallpapered with motivational posters and feel-good slogans that sound great but often miss the mark. Take this classic: “A satisfied customer is a loyal customer.” Sounds nice, right? But here’s the tough truth: satisfied customers can (and do) leave. …
Read MoreAre you ready for Customer Service Week (October 7-11)? This year, we’re honoring all those customer service staff who go Above & Beyond to deliver excellent experiences, and I’ve shared six key ways to do just that. These lessons are valuable any time of year, but they’re each a great example of how to continue…
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Every year, I look forward to Customer Service Week in early October. It’s a chance highlight all the hard work and effort put in day-in and day-out to deliver excellent customer service to our customers, clients and guests. This year, its October 7-11 and the theme is “Above & Beyond.” I’ve got a lot of…
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It’s hard to believe but August marks five years since the publication of my book The 10¢ Decision. Five years might sound like a long time, but the lessons and ideas in this book are evergreen. The book and lessons inside are full of ideas that are all about how small change can pay off…
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Over the last six months, I’ve been sharing Bust Out of Service Fatigue lessons each month. But for the last year, I’ve been sharing my newest keynote program and actionable solutions to teams and leaders across the country. And I’ve learned some interesting lessons of my own along the way. Discover them all in my…
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When I started looking into the concept of Service Fatigue in early 2020, I had no idea a pandemic was on the way that would cause our capacity for excellent customer service delivery to plummet. Since then, I’ve been working through my Bust Out of Service Fatigue program and sharing it with key teams in…
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Finding, creating, and craving joy in your work are essential parts of showing up as your best self and ensuring that teammates, customers, and stakeholders all get the most committed version of you in every interaction. And that’s not just me saying it… Learn more with the Bust Out of Service Fatigue Keynote and Frontline…
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Word Swap is back, and you get to be the judge on this one! Do I have a reasonable complaint or am I expecting too much? Here’s the deal: A few weeks ago, I stopped into a local big box store’s lawn and garden department. When I asked an employee working the area a question…
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This month, I want to share a question from a leader of a large health care organization. He asked, “How can get my staff to be more empowered to make decisions?” As I always say – I don’t know the answer, but I do have the right questions. So I asked, “Do you feel you…
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Over the last year, I have been talking a lot about how to “Bust Out of Service Fatigue,” and one of the 6 ways to bust out is to invest in rest. Last month I was giving a program on this topic and a participant approached me with a very common question: How can I…
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