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Applying the Golden Rule to Customer Service

In an earlier post I referenced the golden rule—“Do unto others as you would have them do unto you”—and suggested when it comes to customer service, you need to move up to the platinum rule—“Do unto others as they would like to be done to.” As leaders, many of you told me you were going…

3 Ways to Create a Service Mindset in Your Organization—and how one person can make a difference!

Customer Service—it is found in every industry, every company, every person’s job, at every moment. If you don’t deal directly with the external customer, you interact with and serve your internal customers throughout the day. What I love the most is when people get it—when they take pride and ownership in what they do, and…

3 simple ways to create a stronger team and build customer loyalty

With all of the changes going on in the airline industry over the last few years, it has definitely been more the exception rather than the rule when getting great service while traveling.  However, I had a pleasant surprise a few months ago while traveling back home on United Airlines. Once everyone had boarded the…

Behaviors speak louder than words—3 service reminders for leaders

I remember advice someone gave me when my kids were little, “Pay attention to your behaviors—because your kids are always watching you.” That has turned out to be very good advice over the years, and I find the same is true for leaders in organizations.  Managers can only get away with so much before their…

Do you have a customer service mindset? 3 ways to find out

Here’s a little game for you. Finish the following phases: “Do unto others as you would have _____ ___ _____ ____.” (Yes, the Golden Rule) “Beauty is in the eyes of ____ _________.” “If it were me, this is what __ ______ ___.” I trust you were able to complete these very common sayings.  While…