Confessions of a Closet Introvert – the ugly reality of selfless service

Most people would bet money that I’m an extrovert; especially those who met me when we ran our Boutique Hotel. Sure, I talked to people all the time. But I rarely talked about myself. I was the ‘Master Avoider’ of personal questions. Yes, I always greeted our guests with a…

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Managing Your Customer Experience – what’s the big deal?

Not to sound crass but frankly, managing your Customer Experience makes you money. If you’re not making money, you’re not in business. Most definitely be passionate about your product or service, about adding value to people’s lives. Also understand that making money is one of the indicators that your business…

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Cultivating Your Employees to be Influencers

Do you want your employees to perform ‘on point’ even when you’re not around? Of course! How do you help this happen? Do you need to set up remote video monitoring stations? No, that would be absurd and be counterproductive to the type of environment you’d want to create. (Although…

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Your Guide to Creating the Ultimate in Customer Experience

Being the best in your field is not limited to creating a marvelous product. It’s much more than that. To be heads above the competition you must create a fabulous Customer Experience. Pants. I was eager to buy some pants. I had cash in hand, had taken the day off…

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Customer Service as a Performance?

How many times have you been underwhelmed with the first person you encounter at a business? My guess, sadly, is that it’s almost each and every day. Service expectations have gotten so low in many cases that we’ve come to expect, and excuse, mediocre interactions. Frankly, businesses are unnecessarily losing…

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Staff Evaluation Guide

It’s a new year! goal setting, evaluating, making plans, resolutions, etc. How about a handy guide to help you with your staff? My friend who owns a Med Spa, Columbia Laser Skin Center, just returned from her annual three-day planning trip and has wrapped up end of the year evaluations…

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