Exceptional customer service doesn’t happen by chance; it happens by choice
Last week I was interviewed for a customer service podcast. The host has authored several books on the topic and has an excellent reputation as
January 23, 2017
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Excellence doesn’t require permission
Whenever I go on record saying, “Most employees don’t choose to deliver poor customer service; they just don’t choose to deliver exceptional customer service” (or
August 10, 2015
Make no mistake: Employees choose whether or not to serve
Do you work hard? When questioned publicly, an overwhelming majority of us will respond that, yes, we work hard. I’m not sure what the percentage
August 26, 2014
Valuing customers is a choice
Do you recall the last time you waited in a long line at the supermarket to buy a handful of items with no express lane
June 18, 2014
“But I do everything I’m supposed to do.”
Last year I met with Zane, a manager of a fast-casual restaurant. During our conversation, he shared some of the recurring challenges he faces in
September 5, 2013
Exercise enthusiasm!
Much is said about a company’s responsibility to create an environment that fosters an engaged workforce, one in which employees are fully involved and enthusiastic.
January 9, 2013
We all love to get mail!
Last week, my family and I visited my wife’s 90-year old grandfather in a rural Nebraska assisted living facility. Everett is remarkably lucid for a
July 3, 2012
“But I do everything I’m supposed to do.”
Yesterday I met with Zane, a manager of a fast-casual restaurant. During our conversation, he shared some of the recurring challenges he faces in trying
May 18, 2012
Apathy
This post is the first in a series over the next 10 weeks that will identify 10 different obstacles that have emerged from my analysis
September 20, 2011
