Effective recognition is not pi in the sky!
I recall a Gallup statistic from a few years ago that 65% of American workers claim to have received no recognition in the workplace in
March 6, 2009
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Today’s service practices create tomorrow’s service culture
Last month, I presented a customer service message to a group of managers from Townhouse Inns of Montana, a division of Town Pump, Inc. During
March 4, 2009
Expressing genuine interest pays off
There is a restaurant in my neighborhood named Wine Experience Café & World Cellar. This restaurant is unique in that two-thirds of the space is
March 2, 2009
The service profit chain in action!
Here’s a story I came across on-line. The author, Jack Bastide, gave me permission to include it on my blog as an example of how
February 24, 2009
Sincere and specific compliments influence customers
A good friend of mine, Shawn, travels nearly every week with his job as a regional sales manager for a large technology company. Shawn is
February 15, 2009
The wine and food pairing puzzle
John Fischer, a Culinary Institute of America instructor, in his book At Your Service demystifies the wine and food pairing conundrum, enabling staff to confidently
February 13, 2009
Memorable service drives sales—and I can prove that too!
Now contrast the above story with this one: It too is a true story. Last weekend, I stopped by an Ulta salon for a haircut.
January 3, 2009
It’s 9:10pm. Do you know where your service is?
It’s 9:10pm and my wife and I have just arrived at a local restaurant known for its exposed kitchen, eclectic menu, and deep wine list.
November 24, 2008
How siping adds value…and sales!
I recently brought my car in to Discount Tire here in Denver to purchase a new set of tires. The rep suggested a suitable tire
October 28, 2008
