Autonomy or Accountability? 5 Ways to Use Honey Instead of Vinegar to Motivate Employees

Last week I met with a group of sales managers for a national retailer that is doing very well.  Turnover is low.  Same-store sales have been outpacing their peer group for five years.  Quarterly and annual financials have been excellent. The question they were asking was, “How do we keep our people motivated?”  I asked…

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…

5 questions to create a customer service mindset in your people

If you want to drive great external customer service start by providing great internal customer service. Last week, I was invited to Orlando to deliver a speech at one of the Disney resorts. I had been working and traveling all week and showed up at 11:00 p.m. I was greeted at the car by Loren,…

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…