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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Ready to register? Join the conversation here. You’ve probably heard the phrase “Fake it ‘til you make it.” It’s a reminder that even when you don’t feel like you can perform at your best, sometimes just acting like it will make it so. When it comes to busting out of our service fatigue rut and…
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Ready to register? Join the conversation here. REST! Who doesn’t love it? Based on how commonplace it is in our society to not get enough of it, you might assume it’s not many of us! While some cultures have mastered the art of taking breaks during the work day or enjoying leisurely meals, Americans tend…
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Watch the full conversation now. When we’re exhausted, there’s little room for joy. Everything is a slog, and it’s hard to find the proverbial silver lining anywhere. Being joyless deprives us of the energetic smiles and laughs that make customer interactions that much more enjoyable for us and them. But what are the actionable steps…
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Scroll down for the full session recording. What is Captain Cascade? Simply put, it means that the captain of the organization sets the tone that flows down through the ranks. Like a gorgeous Hawaiian water fall cascades down the mountainside, what it encounters at the top impacts its flow to the river. For example, there…
Read MoreI’ve got a brief Valentine’s Day message for you, one where I want to hear about how you “show the love” to your customers not just during the season, but all year ’round. Check out my message below, and then get an exclusive glimpse at my lesson on appreciation. Or, you can read the Guest…
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