Keynote

A few weeks ago, I shared a colleague’s story about the BAD customer service that he and his partner’s son experienced at a dental office. He once again shares another story, but this time, it’s about how the office of the family’s pediatrician dared to JUMP through...

One of the financially hardest hit industries during the pandemic was the hospitality industry. So with the slow reopening of businesses, you would think hotels would be JUMPing for joy to deliver exceptional customer service. Well, in my recent experience at the...

In my last few blog posts, I’ve written about empowering service team members with breathing room and flexibility to deliver great customer service. In several of the tips that I’ve shared, I’ve explained the importance of having written standards, so team members...