Give the Gift of PEACE: A 5-step reminder for the holiday season!

Are you working to create lasting memories this holiday season? Stop and think for a minute, how are YOU feeling right now? Stressed? Anxious? Happy? Sad?  How are other people around you feeling? What does the average customer feel like now? Typically this time of year people are feeling more emotional than usual. This is…

Leverage the Gift of Diversity–4 ways to be a learner with everyone you meet

Trying to keep your internal (employees) and external customers coming back? Maybe it’s time to engage diversity, embrace new and innovative ideas from all of your customers, and be a learner with everyone you meet. Last week I was with a client teaching a session on the topic of Legendary Service.  There were people in…

3 ways to put some FUN into your customer interactions

Last weekend, my mom and I went shopping for her upcoming cruise. We went to lots of stores and encountered many levels of service providers.  From the very cranky at being alive to the “I live to serve” type—we got ‘em all.  But a young woman in the shoe department at Macy’s stood out from…

How would your direct reports rate you as a leader?

Are you familiar with “secret shoppers?” Organizations ask people to secretly “shop” their establishment, pretending to be customers, and report back the good, the bad, and the ugly.  Wouldn’t that be fun to do? What would happen if your direct reports “secretly shopped” you as a leader?  What would they report back?  Here’s an exercise…

“Be the change” you want to see in your customer service people: 5 ways to get started

In a recent Legendary Service course, one of my participants—we’ll call him Chad—wondered aloud if leaders ever adhered to the same standards they continually ask of their service providers. When asked for an example of what he meant by this, he said, “Well … we are asked to acknowledge the customer, get details about the…

If customer service is so easy, why doesn’t everyone do it like THIS?

Last week I had the privilege of staying at the Hyatt in Denver for the ASTD International Convention.  I was a bit tired upon arrival as I had just flown in from a speech in Edmonton, Canada. My first realization that this was not a “business as usual” situation was encountering Troy at the front…