>First impressions don’t count or at least that’s what most companies must think when they design their orientation process. From what I’ve seen in most cases, you have an excited new employee who is very happy they have been hired by you and they are ready to get started! The employee is sent to a [...]

>                             1 – 2 – 3 It doesn’t take alot these days to delight customers.  Customer expectations have gotten so low, that the slightest bit of attention by an employee to make our buying experience better, goes a long way. Here are three simple ways that I have experienced as a customer in the last [...]

> One of the toughest jobs for most workers is how to keep their cool when customers are complaining.  In today’s Wall Street Journal, there is a great article on ways to keep your head while others around you are losing theirs.  The key is to show emotional leadership in responding so you don’t become [...]

> It will be three years this week since my father passed away. Remnants of the family culture he created still remain in my two brothers and me. We continue to be early risers as Dad made sure everyone was out of bed by 7:30 a.m. everyday including weekends. He truly believed the cliché “the [...]

>I was doing a convention program at a very nice resort hotel talking about Service Excellence, of course. Afterwards, a gentleman came up to me and asked if he could share his story of excellent service. He proceeded to tell me that he usually attended his company’s conventions accompanied by his wife… and he had [...]

> My first job out of college was working for the Hertz Corporation at the Seattle Airport. It was 1978 and the country was coming out of a major gas crisis and still feeling the pain. I was hired to be a manager for the company that espoused to be #1 in the car rental [...]