I recently came across a list of attributes possessed by volunteers—whether candy stripers at a local hospital, political activists along the campaign trail or parents donating their time at their children’s elementary school. The list included: Passion: Authentic energy and enthusiasm in support of a cause Commitment: The act of
My family and I recently returned from a four-night stay at the Crystal Peak Lodge in Breckenridge, CO. The only feature of the resort that was more impressive than its pristine condition and luxury amenities was its location alongside the ski lifts at the base of Peak 7. Yesterday I
I recall saying to a client across the conference table, “Exceptional customer service is always optional.” Upon hearing this, his eyes narrowed, he leaned forward, and his voice lowered as he responded, “Not around here. Around here, exceptional customer service is mandatory.” I disagreed but, in his defense, most general
Though business has its own set of complexities, customer service isn’t one of them. Exceptional customer service is simply a choice. Employees develop their own definitions of customer service and decide for themselves how they view customers: as honored guests who contribute to the success of the enterprise or as
Exceptional customer service is always optional. Whether or not to deliver exceptional customer service is a choice made by employees—independent of the service culture in which they work. It’s a conscious decision that employees make to exceed the expectations of their customers every day, on every shift, during every customer
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