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Last week, I was delighted to spend some time watching the employees working at Pike Place Market in Seattle, Wa. Ever since they decided they would become the World’s Most Famous Fish Market, the employees have bought into the culture, hook, line, and sinker. It was evident in the teamwork they displayed and the fun […]
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  There is something that companies known for their world-class customer service do that other companies don’t. It is what inspires customer retention, it is what reinforces customer loyalty. It isn’t hard to do, but it takes a commitment and awareness by every employee in the company. That “something”, that critical ingredient, is having a […]
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Following are the top 4 reasons why the implementation of a culture of  world-class service excellence is not sustained: 1. The effort feels like a program rather than a process.  A “program” makes people believe that if they go through the motions and patiently wait it out, it will soon be replaced by something else. […]
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  Whenever I conduct a customer service workshop, one of the first activities is to ask the participants “what business are you loyal to and why”? The purpose is to get everyone thinking about themselves as a customer and what makes them go back repeatedly to a business. Inevitably, whenever I am teaching in Florida, […]
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