Does Your Organization Partner Internally to Deliver Great Service?


Customers are so different today! Their expectations have increased exponentially in the last 12 months even without considering the impact of the pandemic! They have raised the bar to a very high level on how they view customer experience. They are looking for service providers who consistently deliver service experiences that drive loyalty! Service providers focused on delivering GREAT service and able to change delivery systems rapidly as well as effectively in a very challenging environment. Customers want the kind of service that takes their breath away! If we can consistently deliver this kind of experience the payback is huge!
Research concludes that since 2009, customers are valuing an “average” experience less than before and have even less patience for variability inaccurate as well as effective delivery. In addition, research indicates companies that experience inconsistency challenges often expend unnecessary […] Continue…

Can Your Front Line Team Provide a Great Service Exit?


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. Every movie at the theatre asks the audience to “please find the nearest exit in case of an emergency” before the main feature begins.
Great service has great exits! We all enjoy the convenience as well as speed 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 server seems to have disappeared. It includes supervisors and managers who can take over for a front[…] Continue…

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…

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