Did everyone bring their service greatness attitude today?

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You are in complete control of your attitude.  Victor Frankl in his classic book, Man’s Search For Meaning, described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future.  The book has sold over 10 million copies.  Camp survivors did not let their cruel guards determine their attitude toward life.  While they had no control over their physical fate, they did have total domination over how they emotionally viewed their fate.
Customers love service people with an ultra-positive/get it done attitude!  Generation Y customers (Millennials) who are an ever-increasingly powerful group of customers are on the prowl for fantastic personal experiences. Making a strong personal connection is key for attracting and retaining these folks. It takes a great attitude to establish the kind of connection millennials crave. Millennials are also quick to judge the experience[…] Continue…

As You Re-open Are Your Employees Making Special Experiences?

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As businesses reopen their physical locations and customers adapt to the new normal of all kinds of virtual experiences it has become more important than ever before to deliver consistently great experiences. Customers today have higher expectations than ever for their journey with your organization. They expect speedy, frictionless treatment that telegraphs they are valued, special and unique, not just one of the masses.
This level of expectations represents a dramatic shift in what is required to ensure customer loyalty–the stuff of growth and profits. That shift has resulted in customer requirements for value being very out-of-sync with the tried and true methods organizations have relied on for years. When front line employees deliver service that fulfills the customer’s stated needs, they are taken aback when customers give them less than satisfactory grades. When a small gaffe triggers volcano-like customer[…] Continue…

Great Service has Amazing Capacity to Change!

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The opening keynote was preceded by the safety briefing for the large banquet hall attendees.  It was the usual “in case of fire” cautions and instructions.  It dramatically and clearly called attention to the exit signs over the doors completely invisible in an otherwise “take it for granted” perspective.  The flight attendant on the airline does the same “notice the exits” speech before every flight.
Great service has great exits!  We all enjoy the convenience of self-service and automation…when it works.  But, if we are caught inside with a less than satisfactory experience, we need a great exit.  Great exits include cross-trained wait staff able to swing into action when your waiter seems to have disappeared.  It includes supervisors who can take over for a front line person who unexpectedly needs to abandon his or her post.  As we have all experienced during the current pandemic, great exits are the capacity[…] Continue…

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