ENERGIZE YOUR SERVICE CULTURE

Delivering world-class customer experiences is a direct result of reinforcing a strong culture of...

During my time as an employment interviewer at Walt Disney World I conducted thousands of interviews, or as Disney calls it,...

At bedtime not long ago my 11- year-old was telling me he was a little nervous about going to his first day at a new school. I...

“Just-in-time” is great for product inventory efficiency- it is NOT great for effective employee selection

Finding and hiring...

Several members of our team just returned from their annual pilgrimage to the National Storytelling Festival in beautiful and...

Yes, please shoot the messenger...or, just replace him with someone better qualified!

Who have you chosen to welcome new hires

Could customer experience actually be considered a profit center?

Often we hear from senior leaders sharing their directives,...

 What’s Your Perspective?

Poor customer service is often rooted in the way a message is delivered to customers. I am an...

"Do this, don't do that can't you read the sign?"

In providing superior customer experiences, it is imperative to understand...

Learning How to Win Control and Lose Concern

As a follow up to a recent post (Tomorrow is Begging You to Do Something Today)...