“Usually, it’s not the problem that is the problem. It’s how you handle the problem that becomes the problem.” It is vital to be professional with every customer, no matter…
Month: July 2025
Everything Matters If You Want Exceptional Service
“People don’t know until they’re shown. Training gives your team confidence, and that’s where exceptional service begins.” When someone asked how to teach their team what exceptional customer service looks…
Creating a Customer Experience Model
“The only thing that’s going to matter are the people, nothing else.” When I think back to my time at Marriott and Disney, one thing has remained constant: customer experience…
Using Meaningful Customer Surveys
“Get to the point. Would you recommend us? Why? That’s all you need.” Surveys are everywhere these days. Businesses, universities, and organizations flood us with lengthy forms and endless questions.…
Say Yes to More Opportunities
“Take the chance to have as many experiences as you can. They really are educational—it’s like going to school.” Throughout my career, I said “yes” to opportunities that stretched me…