Accelerator Questions (Another Lesson from “The Cult of the Customer”)
Years ago I listened to a Tom Peters program on MBWA: management by walking around. Tom claimed that when a manager approached an employee, it was usually because of a problem. The employee became...
View ArticleWriting Appreciation Letters Can Be a Learning Exercise
The next meeting with your employees starts out with you saying, “Let me share with you a letter I wrote to one of our vendors…” Companies love it when they receive appreciation letters about their...
View ArticleThrough the Eyes of Your Customers
You may have watched the CBS hit TV show “Undercover Boss.” If you aren’t familiar with the show, each week the cameras follow around a corporate executive who goes “undercover” to participate in...
View ArticleTreating Customers Right Starts by Treating Employees Right
Herb Kelleher and Southwest Airlines Proves It One of the seven strategies in “The Amazement Revolution” is Walk the Walk. That means that you don’t say one thing and do something else. You are...
View ArticleHire Slow, Fire Quickly
There is an old concept in business that you should hire slow and fire quickly. This means that you should take your time when bringing someone into your organization. On the flip-side, if it is not...
View ArticleTen Customer and Employee Focused Ideas for National Customer Service Week
Every year, the first week of October is National Customer Service Week. Are you doing anything special? Here are ten customer and employee focused ideas (and there are a lot more) that you can do...
View ArticleBeing Off Duty Doesn’t Mean You Aren’t Responsible for Customer Service (and...
This may start out to sound like a rant, but it isn’t. It’s simply the set up for the customer service lesson to be learned. I’m at an airport, working my way through the security line for about...
View ArticleSix Reasons Why People Are Amazing – and Three Reasons They Aren’t
Some people think you can’t teach customer service. That may be true, but only if the person you’re trying to teach doesn’t have the right attitude or mindset to begin with. There is no doubt that...
View ArticleReal Time Relevance Creates Amazing Customer Service
The JW Marriott in Indianapolis, IN is going to love this article. I had the privilege of staying there for eight days while attending the National Speakers Association annual convention. The entire...
View ArticleGuest Blog: Never Reward Employees for Outstanding Survey Scores
This week on our Friends on Friday guest blog post, my colleague Jeff Toister writes about employee motivation. Taking care of your employees is key to success. As I always say, what’s happening on...
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