Would you like to know the one skill needed in service for building relationships with your customer? This skill is akin to the zooming in and out of a lens on a camera. You know when to zero in on something and when to back it up a little. If you want a quality picture, [...]
It is hard, at times, to let go of things. Let go of control, let go of the rules, let go of trying to get it right. We all get a little wound up at times and think we must hold on tight to what we want and the outcome we need by trying [...]
Recently, I have been paying attention to how much multi-tasking I am doing in a day. Most of us would pride ourselves with being able to multi-task—me included. What I am becoming acutely aware of is that although it may feel like I’m being Uber productive and getting loads done, the task at hand [...]
One of my clients has a monthly pulse they use to share good service stories with the business. This is a brilliant way to reinforce what ‘good’ looks like in service interactions and is a sure way of positively shifting the dial in a service culture. I have seen customers behave poorly, and I [...]
