There are unsung heroes in the workplace and it’s time to start singing their praises. I once heard my friend and fellow speaker, Barbara Glanz, CSP, CPAE tell a story about showing appreciation for the person who was cleaning a public restroom. She talked about how the woman just lit up with pride. Barbara inspires
Show Appreciation for Your “Cavett”
When was the last time you took the time to show appreciation for your “Cavett.” Let me explain. This week, I attended Influence 2018, which is the annual convention of the National Speakers Association. In addition to the great tips I pick up, the amazing speakers I learn from, and the connections I make, it’s
Best Boss I Ever Had
I’ve had several great bosses in my career, but when it comes to the best boss I ever had, my mind immediately goes to the boss I had before I became the boss with my own company. Her name was (well, still is) Dawn Winder and one of the things I admired most about her
Customer Service Language: A Quick Tip
While you may or may not be a fan of scripting, there’s no doubt that using powerful customer service language can increase confidence within your customers and reflect your organization’s brand. We’ve been talking about this a lot lately with our customers. Last week, David (our Maestro of Imagination and Organization) and I were in
Effortless Customer Experience: Never Let Them See You Sweat
While it may be true that you work hard each and every day, and there are obstacles you encounter along the way, one of the best ways to roll out the red carpet is to create the illusion of the effortless customer experience. Think about your favorite singer or band. They put in hours and
Compassion in Customer Service
What if we lead with compassion in customer service? Six years ago, on May 23rd, my Dad passed away from lung cancer. The five months prior were a whirlwind of chemo and radiation treatments, emergency visits to the hospital, and a short stay in a skilled nursing community. There were many wonderful loving people that
Customer Service from the Heart
Do you want more engaged employees and customers who return again and again, with friends? Customer Service from the heart is what it’s all about. A while back, I had just finished a keynote presentation on building a customer service culture. As often happens, people came up to me after the speech to share their
A Little Fun Behind the Scenes
For the week leading up to #Oscars2018, the Red Carpet Team had a little fun with Celebrity Lookalike posts! We’ve got some true celebrity doppelgängers in our cast of characters. What do you thin? For instance…. David Mendes is our Maestro of Imagination and Organization. Not only does he resemble Charlie Chaplin, but as an
Delight Customers with Red Carpet Arrivals
What if you could delight customers by giving them the star treatment? Every February or March I settle in to watch the Academy Awards! The people at the Academy spend weeks in preparation, rolling out the carpet, putting up the velvet ropes and hanging drapes to cover the storefronts that typically line the grand staircase.
Above and Beyond Customer Service Experiences
By Chris Perillo I often think about what companies can do to give above and beyond customer service to their clients and customers, and I was recently delighted to experience it for myself – with my grandson! This year (and in the years following) we have decided that in lieu of presents we will gift
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