Uncategorized

An Employee’s Creed for Customer Service Success

Here’s a simple service reminder to bring to your next meeting. Share it with your staff. Include it in your internal newsletters, and make sure everyone inside your business (you...

When Customer Expectations Are Unreasonable, Meet Them Anyway

It takes self-control to handle a customer with over-the-top expectations. Regardless of the type of business you’re in, there’s much to learn from Edie, the group event coordinator at Bahama Breeze Island Grille Restaurant.

Create Colorful Memory Bubbles

The last movie that starred Natalie Wood was the 1983 movie Brainstorm also starring Cliff Robertson and Christopher Walken. The gist of the movie was the creation of “the hat”–a...

Are You Creating Memorable Moments for Your Customers?

Like so many consumers these days, I look to the internet for all kinds of product information. A few months ago, I was looking for fun socks for a social media campaign I was working on and came across Sock It to Me Socks. Their brand identity is colorful and entertaining. Their socks come in crazy fun designs.

Are You Really Too Busy? Maybe Not

There's a meme that's going around that's caught my attention. It says, "You have as many hours in a day as Beyonce." It's so compelling that it's made its way onto coffee mugs, posters, t-shirts and plaques, like the one you see here. (Which you can buy on Etsy, BTW.)

It’s Customer Service Week – A Time to Celebrate You!

We love customer service week almost as much as we love Gladys. Celebrated during the week of October 6 through 10 this year, it’s a time to reward your team...

When Possible, Be Kind and It’s Always Possible

Last week, I was reading through my social media streams and noticed a thread about someone having had a horrific customer service experience. This individual was having a difficult time...

How to Balance Service Standards with Empowerment

I recently had a conversation with someone who just changed customer-facing jobs. Beyond the dynamics of salary, benefits, and the myriad of other factors that influenced her decision to move...

Happy Birthday to America!

As you celebrate with your family this holiday weekend, please give an extra thank you to service providers who are taking care of our needs at stores, restaurants and other...