You just need to practice, practice, practice in order to expect the best. Hello, my name is Monica and I'm a So You Think You Can Dance fan. I might as well admit it; I'm pretty much hooked on all reality TV dance shows. Friday night I was in the audience of the Season 7 So […]
While out of town on business recently, I stayed at a Homewood Suites hotel. This hotel wasn't extravagant–no restaurant, no valet service. What it did have though, was consistently outstanding customer service. From the moment I walked in, I received great customer service. It took many forms: being greeted by name every time I walked […]
A number of years ago, I was doing some consulting with a sister company of American Airlines — both owned by the holding company AMR. The Corporate mission statement was prominently displayed in the lobby and in the conference room I was assigned to work in. This particular mission statement had 7–8 bullet points to […]
“How do you improve service for customers?” Now there’s a topic that no one ever talks about, right? On the contrary, it seems it’s the focus of everyone’s attention – from the boardroom to contact center service managers and right up to service and support representatives. Improving service for customers is on everyone’s mind – […]
Never is it more important to have a set of guiding principles than during the year-end holiday season. For most of us, there's an added dose of stress this month (whether it's due to anxiety to please family and friends, pressure to complete business projects, added financial burdens, or anything else), making it all too […]
“Expect the Best” is my favorite principle (today) from the HEART Model ™. I mean, what’s not to like about expecting the best of yourself, your co-workers, and, most definitely, your customers? If I expect the best of myself I can't say, “I’m never going to understand trackback so I might as well just forget […]
Working in my home office Friday evening, I pecked away at the keyboard, vaguely aware that I had turned on the television to provide some background noise as I finished up the week's projects. All activity came to a stop, however, when the words uttered by a woman in the broadcast caught my full attention. […]
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