I often write about the importance of consistency in customer service. And part of that consistency includes making sure that every single team member delivers service at the same high level. The following story comes from one of my colleagues. Real World Story: I...
A colleague recently relayed the following story about a local grocery store chain that is taking its customer service to the next level, but it seems not every employee is yet 100% on board with presence and follow-through in an attempt to “fake it till you make it.”...
“Worry about being better, bigger will take care of itself. Think one customer at a time and take care of each one the best way you can.” — Gary Comer, Lands’ End Practice being present today. When a customer is talking, stop all other activities, make eye contact and...
Daily life puts many demands on our time. And while we run around in a frenzy trying to complete all of our day-to-day tasks and plans, we need to stop, take a breath, and remember the virtue and grace of patience. The following story was told to me by a colleague and...
Real World Story: This year I’ve presented many dinner programs for healthcare workers at upscale restaurants. The service I’ve received at these high-end establishments has been mixed—from BAD to best. On one occasion, however, I had an experience to remember. The...