My job title is Director of Service Excellence. I often get asked about excellence and what I think it means, and the answer informs how I approach my job and it just might change the way you think about yours. The dictionary says excellence is the quality of being outstanding or extremely good. When I … Continue reading Art or Ordinary? You Decide.
Have you ever been in a situation where you felt like a service provider had no empathy at all? I’m sure you have, it happens all the time. Think about the number of times you’ve been on one of those dreaded Help Desk calls and the dull, monotone voice on the other end gives the … Continue reading Being the Calm in the Storm
Coaching, coaching, coaching, it seems it's all we hear these days. Why is coaching all the buzz right now? What's the big deal? To answer this, let's look at what coaching is and then how our landscape has changed to require more of it. So, what is coaching? Counter to popular images, coaching is not … Continue reading Why Coaching?
I read a story in the paper about an elderly woman named Nancy who is largely bound to a wheelchair. As she cannot manage the wheelchair alone, she tends to have a friend or relative push her in the chair. In the article, she tells about how being elderly and in a wheelchair has somehow … Continue reading Don’t let your employees make any customers invisible.