Did everyone bring their service greatness attitude today?


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?



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…

Keeping Up the Connections Required for Great Experiences!


We are in the midst of a terrible pandemic with far ranging impacts. People are dying from this horrible virus, businesses are closing all around us and families are losing everything. It is a tough time and from everything we hear this will continue for a while. Our heartfelt thanks go out to all of the brave first responders and the medical community who are working so hard to save lives in a dangerous environment.
Most of us are learning about social distancing and how to navigate a world of conference calls and WebExes. We are finding new ways to communicate and collaborate while we are under “shelter in place” restrictions. Could this be a good time to strengthen your connections with your customers?
How can you make a strong emotional connection with customers? As we often tell our consulting clients, “it is not hard”! It does take a well thought out vision of what your unique and distinguishing service experience should be[…] Continue…

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