In a harsh global economy, great service is the price of admission. Companies whose cultures aren’t built around the ability and the willingness—no, the eagerness—to delight the customer won’t survive. You know this. And if you’re a leader at global … Read More
About This Blog
This blog is an open community for industry leaders, managers and frontline providers to learn about, discuss, and continuously recommit themselves to providing exceptional service.
Together, we can:
- Build Uplifting Service Cultures
- Exceed the expectations of those around us
- Raise the spirit of service providers worldwide
I welcome your views and participation.
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Traditionally, Human Resources has been considered an internal function whose role is attracting, developing, retaining, rewarding, and generally serving employees. This traditional view prevents many HR professionals from realizing their full value as contributors to the quality of a company’s … Read More
For the past 40 years I have been on a mission to improve the world. The vision that motivates and sustains me is a world in which everyone is educated and inspired to excel in service to others. In support … Read More
Enjoy this deep and intriguing interview with MINT ASIA, among the most prestigious financial publications in India, one of the biggest employers and economies in the world. The global service guru on why companies whose cultures aren’t built around the … Read More
Unusual people and events have powerfully shaped my life, and the lessons I’ve learned from them are the roots of my unrelenting passion. My grandmother was my earliest inspiration. She taught kindergarten in New York City for 40 years, and … Read More
Out of the blue came an impassioned two page plea (see below) from a California policeman, Richard Lawhead (yes, that is his real name). Rich works in a bankrupt city (San Bernardino, California) and wrote to ask if there might … Read More
If your company is going to pursue building an uplifting service culture, leadership must initiate and support the process. But service leadership must be extended and ultimately embraced at all levels of the organization. Let’s take a closer look at … Read More
Service Measures and Metrics are a valuable building block for service improvement. But to build a service culture, the methodology of these metrics must be uplifting for those you query and for the members of your team. Service Measures and … Read More
What are the major challenges leaders and organizations must overcome to build a competitive advantage with a strong and sustainable service culture? New video – 2.5 minutes. Watch it now.
Out of the blue came an impassioned two page plea from a California policeman, Richard Lawhead (yes, that is his real name), who works in a bankrupt city (San Bernardino) asking if there might be any way that I could … Read More