Blog

Do you know any managers who have made these types of comments?: “Why are my people so lazy?” or “I’ve got to watch my people like a hawk!” or “If I had more people like (insert name of superstar employee here), then our customer service scores would shoot through the

During a recent Q&A session, I was asked this question: “How do you inspire employees to continue to offer excellent customer service when they are not recognized by supervisors when they do?” It’s no different than when employees are not recognized for executing their job functions: the duties and tasks

During a recent Q&A session, I was asked this question: “How do you motivate employees to go above and beyond who are complacent and content to simply go through the motions at work, do the bare minimum, and collect a paycheck?” First of all, I don’t believe it’s possible to

Last week, our family dined for the last time at The Broker, a Denver restaurant founded 46 years ago by my father-in-law, Ed Novak. Dozens of family members joined us from across the country to honor Ed and the legacy of his restaurant. Several toasts and tributes were offered to

The other day I spotted a sign in a shared public restroom intended for restaurant employees. It read: “Employees Must Wash Hands Before Returning to Work” A study by the Bradley Corporation found that while 92 percent of Americans say they believe it’s important to wash their hands after using

I was recently asked to clarify some service industry terminology that’s being used, often interchangeably, to describe customer experience. Being that clarification often results from examining definitions, let’s start there. And since this is my blog, I’ll submit my own definitions: Customer service is a voluntary act that demonstrates a