As a professional speaker and author who focuses on, among other topics, customer service, you can imagine I get my share of stories. People LOVE to tell me about the BAD customer service they’ve received. In fact, when we (my team and I) train on the topic, we have an exercise that gets people sharing
Start Spreading the News: 7 Strategies for Workplace Communication
The other day I was chatting with two of our DIY-with-help customers. We’re excited to report that they’ve already taken action and gotten some great results even though they’re only 4 months in and haven’t even rolled out the training yet! The first step in our process is what we call DISCOVERY, and by going
Add the WOW to Your Work!
WOW! Recently I spoke for the National Concierge Association. Talk about pressure! What could I possibly share that concierge’s don’t already know about delivering amazing guest/customer experiences? Before I got on the plane, I even Googled “what do concierge’s need to know about customer service,” and all I could find were articles on “what concierges
20 Lessons from 20 Years in Business (Part One)
Every year my Linkedin connections remind me that it’s my “work anniversary.” I’m delightfully inundated with messages and comments congratulating me and it’s fun. This year is a little different though because I realized it’s my 20th year as an entrepreneur. Twenty years ago in July of 1999, I left my wonderful job as a
Innovative Ideas in Customer Service from the Netherlands
Last week our Countess of Curriculum posted an article to our Facebook Page and it has received more shares and likes than anything in a long time! So, I had to also share it here to the blog. What an innovative idea by a supermarket in the Netherlands. Knowing that loneliness is prevalent among seniors
Customer Service Tips Compiled
Each week, in our newsletter, we offer quick tips to help you enhance your customer’s experience. (Sometimes that means your internal customers as well!) Every once in a while we’ll compile the tips here on the blog in case you missed any of them. You can view the first compilation by clicking here, and enjoy
Is Anybody Listening?
Sometimes after a storm, people will say there was no warning. There was no warning, but nobody was listening. ~ Jeff Last, Meteorologist This may be true in the weather, but also in leadership. Organizational leaders who refuse to proactively listen to their team members, risk becoming blind sighted by the storm. Employee disengagement, turnover, customer complaints,
Shorten Your Sales Cycle with Service Excellence
There is a definite link between Service and Sales, and when you roll out the red carpet for your prospects, you can stand out from the competition and shorten your sales cycle. So many of our customers give tours to their prospective customers including those in senior living, schools, country clubs, hotels, fitness clubs, and
2019 Red Carpet Culture Conference & More!
All we can say is WOW!! We are still reeling from last week. It was our first annual Red-Carpet Leadership & Culture Conference AND our third Asheville Train-the-Trainer program. Amazing people from a variety of fields (schools, senior living, call centers, dental consulting, fitness chains, and more!) arrived from coast-to-coast AND South Africa to attend.
Is Your Customer Service WOW-Worthy?
If you’ve heard me speak or read 501 Ways to Roll Out the Red Carpet for Your Customers, you know I’m a big fan of Ruby Receptionists and their culture. They deliver an exceptional experience related to their process, their extreme warmth, and hospitality, and top it off with unexpected surprise and delights! From regular
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