Happy Accidents
Can your customers count on superior product and service quality regardless of the employee involved? Or is the quality of their experience reliant on the
April 3, 2024
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Three Truths of Exceptional Customer Service
Most people don’t choose to deliver poor customer service; they just don’t choose to deliver exceptional customer service. Most are content to simply occupy a
December 31, 2019
Communicate On Purpose
Employees will only be aware of job purpose (as a relevant and credible dimension of their job role) if leadership and, in particular, their immediate
September 24, 2019
Being Capable Is Not Enough
Last fall I traveled to Philadelphia to meet up with several colleagues at a downtown hotel. At check-in, I received a room key emblazoned with
May 1, 2019
The cure for ignorance is awareness
My customer service philosophy is predicated on the truth that exceptional customer service is always voluntary. Employees don’t have to deliver it, and most don’t.
April 5, 2016
Casual indifference
There is a phenomenon in the services industry (some might say, an affliction) that I’ll refer to as ‘casual indifference.’ Its occurrence is not rare.
January 15, 2015
J.W. Marriott’s approach to serving customers
When asked about his approach to work during an interview, the late J.W. Marriott, Sr. said, “There aren’t these two opposites, work and play, one
September 30, 2014
Serve outside the lines
This morning, my 9-year-old daughter asked me for a word that rhymes with “all.” She was writing a Mother’s Day poem and grappling with a
May 7, 2014
Soft is hard
I’ve been a Tom Peters fan since being introduced to his teachings in my first management role at Marriott International more than 20 years ago.
April 22, 2014
