“As long as it is legal, ethical, and moral, find a way to make it happen”. That was the directive which was programmed into my brain very early in my career. I remember it vividly. It was on my first day of work at new employee orientation at the Ritz-Carlton,
Some people believe that they have a limited supply of kindness. After the first ten people, for example, their “smile reserve” will dry up, and there will be no more smiles for anyone else. Their “anticipate needs” reserve will be empty, and their “learn preferences” reserve will be depleted. They
“If I have no other qualities, I can succeed with love alone. Without it, I will fail though I possess all the knowledge and skills of the world. I will greet each day with love in my heart.” –Og Mandino It’s about your heart. With all I’ve written about touchpoints, anticipating needs and
*This article is based on my real events, and it is my hope that everyone, in any industry, will be able to find nuggets of learning throughout. (My voice) To the clinic receptionist: Just who do you think you are? I don’t even want to be here and your indifferent demeanor
“How can I make my employees work like they own it?” That is the question I often get from well-meaning leaders who hope to create a strong service culture. Well, the honest answer is that you really can’t MAKE anyone work like they own it. You can, however, create an
No matter how talented or educated you are, career progression does not happen until someone provides the opportunity to show what you can do. Be a blessing to someone and their career today.
In this video, Bryan describes a pivotal moment in his professional career that highlights the importance of performance feedback. Caring enough to let a colleague know how he/she is doing can make the difference in that colleague’s career trajectory.
There is so much to be said for attentiveness, warmth, and competency. Those three elements have the potential to turn any experience into a 5-star event. As I’ve noted previously, a 5-star experience is not necessarily about having luxurious surroundings. I have experienced world-class service in some of the most
Two of the most important phrases in service excellence are, “I don’t know” and “Let me find out”. As opposite as they may be, both phrases speak volumes about the service culture on a team. One wreaks of indifference and apathy, while the other expresses ownership and initiative. One of
At the end of the day, service is really about making someone feel cared for. That’s it. We can talk about steps of service, touchpoints, and exceeding expectations until we are exhausted, but if your customers don’t feel like you genuinely care about them (or their issue), then true service
Let’s be honest. Most people’s paychecks will be exactly the same whether they meet or exceed their customers’ expectations. Unless you work for one of those rare companies that provide financial incentives to go above and beyond, why go through the trouble of doing more? Seriously, doing more requires more
Have you ever experienced service so pure that you could literally feel it? Service that is unpretentious, unrestrictive, unscripted, yet seamless and professional all at the same time. Even as a service consultant, it would have been difficult for me to imagine that such a caliber of service could exist
