“A lot of customers will point out things we don’t even know we’re doing wrong.” When most people think about customer service, they focus on getting things right the first…
Category: blog post
Does Self-Confidence Improve Customer Service?
“If you’re not getting exposed to those new thoughts or new ideas, then you’re not effectively advancing the way you’re serving.” When we think about world-class customer service, we often…
Dealing with Stress
“Anxiety grows when we avoid the hard things.” A big mistake people make is assuming stress is simply something they have to live with. A certain amount of stress is…
Hire the Right People
“The most important lever you can pull as a leader is hiring the right people.” Over the years, I’ve learned that many business problems can be traced back to a…
You Are Putting on a Show Every Day
“When the curtain opens, everything matters.” Years ago, I started using a simple activity to help leaders think differently about customer service. I’d tell them that in the morning, when…
Building Trust After Layoffs
“Trust doesn’t come back with words. It comes back with actions.” Layoffs are one of the hardest decisions a leader has to make. Not just because of the people who…