Guest Service

I love being pleasantly surprised, especially when it comes to customer service experiences.  I had one of those experiences a couple of weeks ago when I was visiting my son at college.  Let me sha...

When I was 16 years old, my first job was serving ice cream at a Baskin-Robbins store.  Not only did I love ice cream, but I was very social and felt that this job suited me very well since I loved...

Last weekend, my mom and I went shopping for her upcoming cruise. We went to lots of stores and encountered many levels of service providers.  From the very cranky at being alive to the “I live to ...

With attitudes on privacy growing more sensitive by the day, (let alone the legal ramifications of knowing too much), how much should you know and record about your customers? How about their businesses?

Every now and then you hear a story that immediately brings a tear to your eye and renews your faith in mankind.  This is one of those stories. I was in the airport in Calgary, Alberta, waiting for...

Many firms assume that customers can do just one thing of real significance: buy their products and services. It's time to seriously challenge that assumption, as many companies are doing by looking to customers to fuel their growth engines.

Great customer service is fashionable these days. Everyone wants to be the Zappos, Hilton, or JetBlue of their own industry.

The reality of the customer relationship is that the two parties are not on equal terms.

One of the hardest things to do in all of sales is handle tough questions from skeptical prospective customers.

The number one reason that most businesses don’t have a customer experience plan is that they think they are doing a very job with their current customer experience performance in fact eighty percent of businesses think they are delivering a better customer experience than their customers think they are.

Trying to keep your internal (employees) and external customers coming back? Maybe it’s time to engage diversity, embrace new and innovative ideas from all of your customers, and be a learner with ...

What is not widely understood by business is what is now required to improve customer service and experience levels in today’s highly competitive environment

Want to build your brand's following?People are creatures that are highly susceptible to external influences of group inclusion, authority, and socia...

A very serious perspective on Customer Loyalty

Do you know how to deal with an angry customer or client? Learn how to resolve these difficult situations calmly and effectively.

Congrats to the W 116th St post office worker--who just yelled at all the patrons--for her contribution to the death of traditional mail.

A tweet from one of my favorite "Jersey Boys"

In a recent Legendary Service course, one of my participants—we’ll call him Chad—wondered aloud if leaders ever adhered to the same standards they continually ask of their service providers. When a...