Customer Service Archives • Page 3 of 6 • Laurie Guest

Losing Sight of Your Special Features

Is it possible you have been working at your current place of business for so long you have lost focus on some of the special touches or features that a customer cares about? On a recent trip to Maui, I treated myself to a spa experience. Because there are so many to choose from, I had done a…

The Genius Marketing (and Curious Demise) of Jack Daniels

The Guest Family holiday vacation in 2019 landed us in Nashville. At the last minute, we decided to make the 60-mile trek to Lynchburg to tour the Jack Daniels Distillery. What an amazing job they do at the visitor center and with the tour of the plant! We learned the whiskey–making process and enjoyed a sample flight of their spirits. Everything was presented in a way…

The Impact of a Name

Every few years, I enjoy a visit to a cabin in Oregon, Ill. called the White Pines Family Cabins. This is a place away from the bustle of the work week and, even in the winter, offers a view that is wonderfully remote and relaxing. This year, I decided to host a retreat for two…

A Winning Campaign – Meet Bob the Bridge

Earlier this month, the Upper Midwest Convention and Visitors Bureau (or UMCVB to its friends) held their annual Fall Conference. I was lucky enough to be the afternoon keynote speaker. As you probably know, one of my favorite parts of attending conferences like this is what I get to learn from the people I’m speaking…

Changing the Rules of Tug o’ War

If I said, “Let’s play a game of tug of war,” but gave you no other instructions, what would you do as soon as I handed your team the rope? Of course, you would pull as hard as you could against the other team and try to drag them to your side. That’s because the…

Boardgame Behaviors That Build Business

Building business is not easy. If it were, everyone would do it. Consider four behaviors that build business, all based on one of my favorite things: boardgames. Each is simple to understand, but may not always be easy to deliver. Read up and do your best! When I was a young girl I asked my…

Learning How to Handle “The Overs”

Learning how to handle “The Overs” is a skill. What do I mean by “The Overs”? An “Over” is a guest who is over-friendly, over-researched, or overbearing. The Over-Friendly Although it doesn’t sound bad when you first mention it, many people may feel uncomfortable with over-friendly guests in the workplace. I find it especially true for…

Dealing with Angry Customers

Nobody wants them, yet we all have them: angry customers. It doesn’t matter what position you hold in the office, knowing how to handle the dissatisfied consumer is crucial. Let’s take a look at the twelve steps to best handle the angry customer you’re sure to encounter someday. 1. Stay Calm. Most of the time…

Creating Fun in the Workplace

How do you create fun in the workplace? When it comes to a business environment, fun is a relative term. You might be part of a team where boisterous laughter or lots of teasing is appropriate while other industries may require a very serious environment. Some places might even fool you because they are so…

Attitude, Initiative and Engagement

There are three facets of workplace participation that can make all the difference in productivity and results: attitude, initiative and engagement. These characteristics may come naturally to some, but often they must be cultivated in a workplace. Here’s an excerpt from my article on the subject; use the links below to get the full PDF.…