Complaints or Compliments
Both complaints as well as compliments get shared, repeated, and acted upon. As a customer, you can choose to register a complaint if you are dissatisfied. But how about you develop a "hair trigger" for dropping compliments when service delights you?
Read MorePOOF! You’re Invisible!
Today, organizations employ PROBLEM SOLVERS like customer service representatives, mediators, human resource professionals, and arbitrators. All of these roles provide solutions. But a COMPLAINT DEPARTMENT offers only a place to complain, vent, whine, point the finger, belly-ache, and play the victim. Unless your actual job entails spending the day listening to coworkers gripe, here's what I'm suggesting...
Read MoreRitz-Carlton Engagement on a Ritz Cracker Budget….
You don't have to have a Ritz-Carlton budget to create Ritz-Carlton customer engagement levels. You can't expect your employees to treat customers like "Ladies and Gentlemen" if you treat your employees like deadbeats and dirt-bags. Three no-cost employee engagement tips for leaders!
Read MoreIf You Were the Owner…?
If you're a manager, do more than ask your employees to comply to product standards and protocols. Ask each of your employees to find a special, unique way to engage the customers and create positive memories.
Read MoreBad Haircuts and Bad Customer Service
Imagine if you were to enter into a relationship with your employees at work by which employees would interact with their customers with the same level of enthusiasm, passion, and engagement that you gave to your employees. By the way: THEY DO!
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