Blog
Make the First Time a Charm
Your mother advised, “You don’t get a second chance to make a good first impression.” Correct or incorrect, your customers’ first encounters with you and your organization teach them what to expect as well as whether to return. That first look shapes their...
Power of Remembering
This weekend was a time of remembering. My wife and I visited the National Infantry Museum in Columbus, GA. The magnificent museum traces the history of the U.S. infantry through realistic exhibits, amazing sound effects, with colorful displays and graphic movies. It...
Are You Creating a Strong Service Ethic
The concept of “ethic” is a philosophy or perspective that is so deeply embedded it shapes what a person considers “right” or “wrong.” We speak of a work ethic as an outlook that drives initiative and ambition. Soldiers may not enter military service with a patriotic...
Don’t “Spray and Pray” your customers
Customers today get great service experiences in their lives, so they know excellent service is possible. It means poor service stands out in a stark and obvious way.
The Recipe for Fiercely Loyal Customers
Serve with a sense of urgency, attention to detail, and a close eye on feedback from the customer.
Great Customer Service is Community On Fire
Great customer service can be much like trout stocking in its impact on participants in a shared experience. So, what actions can you take to bolster a sense of family, an experience of community, and an inclusive attitude that remains throughout the rest of the year? What can you do to make the venue of your service a destination location?
Delivering “Service with a Hop”
Bill’s secret sauce was his excellent customer service. He called it “Service with a Hop!” All guests were greeted as they entered the diner and could count on attentive, “the customer is king” kind of treatment.
National Customer Service Week: Friday’s Hero
We checked into the Lake Lure Inn. Built in 1927, the antique North Carolina hotel served as command central for the making of the movie Dirty Dancing. You now can stay in the Patrick Swayze Suite or Jennifer Grey Suite. Furnished with exquisite period furniture and...
National Customer Service Week: Thursday’s Hero
Don’t see customers through the lens of the organization; see the organization through the lens of your customers. National Customer Service Week is a chance to start serving like a great concierge. Pay attention to the details with the same vigilance as the big stuff. Help your customers get the feeling they are your only customer. Be a great host to those you serve.
National Customer Service Week: Wednesday’s Hero
When you think delivering extraordinary service is challenging, costly or complicated, just stop by Sandy’s place and she will be happy to help you learn the secrets. Happy National Customer Service Week!
National customer Service Week: Tuesday’s Hero
One of the most powerful ways you can show your appreciation is by monogramming their experiences. Find a way to show your customers how much you know about their hopes and needs.
National Customer Service Week: Monday’s Hero
Great service means caring so much about the experience you are authoring or the product you are caretaking that you are willing to invest more, purely out a pursuit of remarkable.
Practice Like a Pro: It Will Show – Guest Post by Brenda Wensil & Kathryn Heath
Leadership isn’t a birthright. Instead, the act of leadership is a set of skills that can be learned. To be a leader, you simply have to practice the craft of leading, whether that means leading people or ideas or standards.
How To Build A Legendary Organization
Being a great employer not only can make you respected; in the eyes of your employees, it can make you legendary.
Are your customer loyal or just satisfied?
Does your commitment to a brand, service, or product include more than giving them your time, energy, or funds? Loyalty is cleaning their sink so other patrons will see them through your loyal eyes. Loyalty is not just allegiance, it is support.