Your customers—whether B2B, B2C, or partners within your organization—have always been your focus. You create processes to make their experience smoother. You listen to their feedback about your product or service so … Read More
Seven Steps for Actionable Service Resolutions
Each year we move forward into a wonderful space of creation for the upcoming year. We also have an opportunity to look back at the past year, and then to look forward, … Read More
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
Three Leadership Characteristics for Personal and Cultural Change
Change is one of the few things that is completely predictable in today’s world: there will be more of it year by year, and the pace of change will be faster. Some … 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
In the world of service culture, the customer is always right. Wait a minute. That’s wrong!
In the world of uplifting service culture, we put the needs of our customers as our highest priority. Entire systems and ways of interacting, are based upon “the care and feeding” of … Read More
What is the Dollar Value of an Uplifting Service Culture?
How much is an Uplifting Service Culture worth to you? Many people think quantifying excellence in service is an exercise in “fuzzy math”. Do you think so, too? Can you put a … 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
Think you know your Customers? Think again!
Many people say they know who their customers are. But an alarming number, especially in the B2B world, have only a shallow clue. Ask yourself these questions, and then think again: Do … Read More