Service as a Citizen of the World

Many of us enjoy doing business with people from countries, ethnicities, and backgrounds that are different from our own. This brings into our lives, and the lives of those we serve, a … Read More

Groom and Nurture the ‘Right Attitude’

In my previous blog post ‘Recruit for Attitude First!’, I championed the importance of prioritizing attitude over skills and experience when hiring, especially if you are looking to build a service culture. … Read More

Recruit for Attitude First!

Recruitment advertisements often emphasize the skills and experience required to apply for a job. This is understandable, but is also a mistake. Organizations should place more emphasis on recruiting the right attitudes … Read More

Service Culture: Past, Present, Future?

My grandparents grew up in a time when impeccable service was expected, and was delivered in the restaurants they took me to as a child. I still remember. It wasn’t just the … Read More

Marketing What Matters in Service

The idea that customer service IS marketing is increasingly discussed. The success of Zappos.com through word-of-mouth about the remarkable service it provides is often cited as an example. Organizations are told to … Read More