If you begin to rely on your customers to enforce your service delivery standards, odds are you have lost control of your customer service efforts. Enforcing service standards is not what customers should do. It’s what YOU must do! Not to mention implementing service...
Every company in every industry has a corporate culture, no matter how big or small the company is. Therefore, being proactive and strategic in building that culture is essential to financial success—by way of customer loyalty through an inspired corporate culture....
Real World Story: So you’ve schlepped across the world in an airplane for thirteen hours. On arrival to your destination, you then schlepp your luggage around from service counter to service counter—from car rental place to hotel lobby to restaurant hostess station....
To be an authentic leader, you should always speak your mind. Unfortunately, you’ll encounter a major challenge in doing so: speaking your mind doesn’t always translate well to being effective. It’s always best — while remaining authentic, when listening to others —...
No organization can thrive if it doesn’t communicate effectively with its employees or with its customers. Internally, without communication, staff members make up stuff, which feeds into gossip, which turns into negative rumors. This in turn, creates bad morale,...