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
Virtual Teams: 5 Steps to a Strong Culture with a Remote Team
In the video and blog below, I provide 5 Steps to Creating a Strong Culture when you’re working with Virtual Teams. Virtual teams are a reality in today’s workplace. You may have people who work from home, in remote offices, or out in the field. Team and culture building can be challenging in those situations!
Customer Service Improvement: 6 Steps to Take In 2018
If customer service improvement is a goal in your company for the new year, you might wonder where to start. Should we provide our staff with customer service training? Does it start at the top or come from the bottom up? Must we adjust the way we hire people? What about employee orientation? Should we
Customer Service Actions for 2018
Full disclosure: I wrote this article about customer service actions to take in the new year in 2015 and posted it on LinkedIn. However, it was so well received that I share it somewhere every year! Twelve Months of Customer Service Actions for 2018! If you’re like me, you spend a lot of time during the
Your Customer Service Consultants Weigh In on the Why
When we get hired as customer service consultants, it’s typically because organizational leaders want to take the experience they provide up to the next great level. We don’t often get hired by people who give bad service, rather it’s people who get the importance of giving red carpet customer service and want to do so more consistently. We’ve
Word-of-Mouth Marketing: What’s the Story of Your Business?
When it comes to word-of-mouth marketing, it’s imperative that you pay attention to the stories being told about your business. Last week I attended a storytelling camp run by Speaker, Storyteller and television personality Kelly Swanson.* My purpose for attending was to hone my skills and master the craft of professionally speaking. However, Kelly also got
Sustain the Change: 5 Ways to Keep Your Customer Service Training Alive
“How do we sustain the change?” It’s one of the questions our clients ask a lot. Once we roll out customer service training, how do we sustain the change and ensure it doesn’t become the flavor of the year. Yesterday, I sat with the Training Specialist of one of our long term clients. We were
Customer Delight: 3 Solutions to Help You Create Raving Fans
Do you and your team want to create customer delight? Do you want to engage your team to roll out the red carpet for your customers? Is it time to tap into the link between sales and service? If you answered yes, then we have a program for you! First of all, watch this video
Better Customer Service with a Simple Daily Practice
We’ve seen it work! In 15 minutes a day, our clients have achieved better customer service and improved internal communication. It’s a simple practice of having daily stand-up meetings with your direct reports. The purpose of these meetings is to inform your team of anything they may need to know to have a successful day,
Talent Plus: A Great Company Culture and More
If you’ve read my book, 501 Ways to Roll Out the Red Carpet for Your Customers, then you know about Talent Plus and their great company culture. Talent Plus, Inc. is a consulting firm based in Lincoln, Nebraska, and with an office in Singapore, that works with leaders in a variety of brands to help them select
