The Act of Leadership: What Do Leaders Do?

Your actions speak so loudly, I can not hear what you are saying. -Ralph Waldo Emerson I've written recently about the things a leader sees and the things a leader says. But it's hard to ascertain the true measure of a person by what catches their eye. And anyone can come up with a great quote or … Continue reading The Act of Leadership: What Do Leaders Do?

In Appreciation of the Humble Checklist

There I was. Out of town. In a hotel. And about to step into the shower. That’s when I realized there was no soap. It was the morning of an important meeting. Having stayed up late with an upset stomach, I’d hit the snooze button one or two times too many. There was no time … Continue reading In Appreciation of the Humble Checklist

A Simple Service Delivery Model

A customer’s perception of your service can be made or broken by how you handle a single request for help. And providing superior service isn’t hard. In fact, it’s a lot easier than providing poor service. The best thing about providing excellent service is that both parties win. While the customer receives the benefit of … Continue reading A Simple Service Delivery Model

A Prescription for Dealing with Difficult Customers

I’m regularly asked to provide tips for dealing with difficult customers. You know the type – irate, demanding, and practically impossible to please. No matter how good your service is, you are guaranteed to encounter someone who just isn’t happy. Every business has them and employees dread waiting on them. So, how do you handle … Continue reading A Prescription for Dealing with Difficult Customers

The Best You Can Give: 10 Tips for Top Notch Service

Some people make customer service so hard. They devise all kinds of barriers that get in the way. Or they focus on just about everything but the customer. And day after day, service takes a back seat. But, hey - as long as customers aren't complaining, then everything must be ok. Right? Wrong. Studies show the vast … Continue reading The Best You Can Give: 10 Tips for Top Notch Service

What They See: 5 Service Habits that Damage Your Credibility

Service doesn't just happen during an interaction with the customer. In fact, by the time you find yourself talking to them, your customer may have already have formed a negative opinion about you and the level of service they're about to receive. That's because as soon as they see and/or hear you, their experience begins. … Continue reading What They See: 5 Service Habits that Damage Your Credibility

Welcome! 5 Tips for Greeting Your Customer

Last week, I wrote about the value of fresh starts. Of course, the ultimate fresh start occurs at the beginning of a new year. Last week, people all across the world greeted 2015 with a renewed sense of purpose and commitment. Among them were business owners, team leaders, and employees who resolved to improve the … Continue reading Welcome! 5 Tips for Greeting Your Customer

The Art of the Do-Over

Now that the hustle and bustle of Christmas is over, attention turns to New Years. Across the globe, people are busy deciding where they will be and who they will be with as they count down the final minutes of the year and celebrate the arrival of 2015. For many, this also means making New … Continue reading The Art of the Do-Over