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  When you are as successful as Amazon and you have just bought another successful organization called Whole Foods, you become a force to be reckoned with by all the competition. What are the best in the respective industries now going to do to stay on top? Three critical customer service areas have been identified […]
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Last week, I was scheduled for my regular 6 month teeth cleaning. I was reminded of this appointment with a call from Barbie, the receptionist, who confirmed the 10:50 a.m. appointment. No appointments are scheduled on the hour or half hour as the practice has found patients are more apt to remember and be on-time […]
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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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    Last week, I was invited to give a presentation to newly chosen student ambassadors for UCF. The presentation was to include how to dress, how to dine, how to act to best represent the university. These 25 students are carefully selected through applications and interviews for this highly sought after non-paid position. These […]
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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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  The Ninth Day Tip: One of the reasons customers love doing business with Nordstrom is the ease of doing a return. Nordstrom’s return policy is “We handle returns on a case-by-case basis with the ultimate objective of making our customers happy. We stand behind our goods and services and want customers to be satisfied […]
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