What is the most important skill people need for providing the best service? This question comes up from time to time, particularly when times are busy and business owners and managers are looking for quick and easy solutions. It seems there is never an end to those searching for the magic bullet for service excellence. … Continue reading Is there a magic bullet for great service? Maybe.
So many businesses struggle with trying to outdo their competition. They try all kinds of things. They match their competitor’s product and then add some extra bling or make it a little bigger or smaller. They get focus groups together or send out surveys. They look at all the data. However, they most often fail … Continue reading The Easy Way to Outdo Your Competition
The holiday season is now underway with service excellence in the spotlight in a bigger way than all other times of the year. And one of the biggest challenges in providing excellent service is when things go wrong and those we serve become different people, sometimes horrible people. With a little care and concern, service … Continue reading Six Tips for Dealing With Difficult Service Situations
In the USA, the Thanksgiving holiday is in a few days. This is a traditional time where families and friends gather to count blessings and thank those who have been helpful and supportive. This gracious time is a very humbling yet satisfying period where most of us find our souls and allow ourselves to ponder … Continue reading How to make gratitude the lifestyle of your workplace.
I talk a lot about choosing to be helpful. But, what does helpful mean, what messages does it send, and what’s necessary to be genuinely helpful? WHAT IS HELPFULNESS? Helpfulness is being of service. It is doing useful things for people, such as things they cannot do for themselves, things they do not have time … Continue reading One Question That Can Change Everything
When I first received Karen Martin’s book, Clarity First, I thumbed through it and thought it was going to be a chore to get through. My cursory thumbing only seemed to reveal what, on first appearances, looked like a very technical, overly business-y tome. Boy was I wrong. This book proved to be one of … Continue reading Karen Martin’s Clarity First: a book review
According to Christine Porath in a Georgetown University study, in 2016, 62% of employees were treated rudely at work at least once a month, a tendency that has grown steadily since the study began in 1998 where the number was 49%. What this means to business is this – if the trend continues unabated, every … Continue reading Ten ways to create a more civil workplace.
Fast is better than half-assed. I am such a geek, I always laugh at that phrase. And while it is a funny play on words, it has relevance for us. In one way of thinking, it speaks to integrity and doing more than what’s required versus doing the minimum and only what’s absolutely necessary. And … Continue reading Are You Fast Or Half-Assed? Why You Need to Know.
There’s a lot of talk about purpose these days and for good reason. For too long people have worked for companies whose purpose was either not clear or a facade. And by facade I mean they had a grand mission in words but everyone knew by their actions that all they really wanted was to … Continue reading There’s power in purpose. Here’s how you can use it.
So many businesses have jumped on the bandwagon to improve their customers’ experience. While I applaud it and truly believe that it’s about time, there is one concerning question, are they doing it to truly serve customers or in hopes of potential gain? What I mean is are these companies only using what I call … Continue reading Are you upping your customer experience game for you or for customers? The difference matters.