All levels of schools from Pre-K to College began classes last week. Both students and parents were either wowed and delighted by the organized systems in place and the treatment they received from the staff or they became frustrated, disappointed, and maybe even angry. The first few days of a new school year is an […]
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  Walt Disney World recently did the unthinkable:  they closed down the Magic Kingdom theme park at 4:30 p.m. and then reopened and rolled out the red carpet.  The reopening was not for famous celebrities or kings and queens, but for their own longtime cast members. There is great value in longtime employees; they know […]
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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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  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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When you think of Legos, most people think of “playtime”.   But to Jorgen Vig Knudstorp, the CEO of Lego, it’s a business.  And when he took over the company in 2004, it was a business that needed redirection.  Lego was losing $1 million a day and had overextended itself into categories outside of toy […]
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  Silos exist in almost every organization because every organization divides labor into departments. There is a natural defensiveness that encircles each department to protect the labor it produces. Three suggestions on how to break down silos: 1. Develop a unified vision. This vision should remind everyone of the true purpose of the organization. Every […]
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If you want to increase customer service with your end customer, it is important that everyone in your organization starts to think of themselves as customers and suppliers to each other within departments. For example, in a manufacturing company, Operations is a supplier to Packaging, and Shipping is a customer of Packaging. In a university […]
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If you don’t have Service Standards, you don’t have consistency. Every employee will make up the behaviors they feel best fit the situation or the behaviors they have been taught to do in their last job that they were rewarded for. This may or may not be the right behaviors to represent your organization. Many […]
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