Masks cannot hide your smile
I’m reading a lot about how COVID-19 is going to irrevocably change customer service and customer experience. There’s no doubt that things will change –
July 1, 2020
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Inspiring initiative
Two weeks ago we received a late spring snowstorm that left several inches of snow on our back deck. Because my teenage son was hosting
April 22, 2019
Assuage the pain
In May I read the 2017 Qualtrics Hotel Pain Index Study, made some notes, and had every intention of writing a June blog post in
August 2, 2017
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
Always prepare the soil before planting seeds
A colleague recently asked for my opinion regarding the skills that customer service representatives (CSRs) need the most help with. I qualified my response by
July 8, 2016
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
Frontier Airlines’ service heroics
Martin Luther King, Jr., said, “Everyone has the power for greatness, not for fame, but greatness, because greatness is determined by service.” To deliver service
July 13, 2014
Why settle for processing guests when you can choose to serve them instead?
When is the last time you experienced exceptional customer service at an arena or stadium? In my experience, employees at these venues regularly treat event
June 11, 2014
Service so sweet…
My daughter turned nine over the weekend. To celebrate, I ordered an ice cream cake from Cold Stone Creamery. Although I had requested the cake
December 2, 2013
