Just like the word “clean”, everyone has their own understanding of what exceptional service is. Clean for me may be very different from clean for you. The same is true of service. To deliver exceptional service, it is important to begin with a clear picture of what it actually is. Exceptional means unusually excellent…not
During a recent day-trip to Baltimore, my family decided to have lunch at Shake Shack. While the team obviously shows great care in selecting quality ingredients and preparing delicious meals, the service is what stands out. It was lunchtime, so the place was packed. Yet, it took us less than
What does it mean to lead? At least two conditions must be met. First, you must have a clear destination in mind. Secondly, at least one other person has to be following. If no one is following, then you are not leading. As John Maxwell once wrote, “if you think
What motivates you? What moves you? What inspires you to be more than you usually are? People oftentimes ask me questions like that. The truth is, several things motivate me. For the purpose of this article, I will only focus on two. #1: I am motivated by seeing people treated
(This article is dedicated to: Doug Brooks, Charles DeFoucault, Carter Donovan, Jim McManemon, Diana Oreck, Theo Gilbert-Jamison, Angela Hornsby and Horst Schulze) The best leaders are lifters. Plain and simple. They know how to lift the hearts, hopes, esteem and performance of their staff. If you are my leader, then
Here is what I believe: You are either serving the customer or you are serving someone who is. Simply put…Everyone’s job exists to do something for someone else. Therefore, everyone’s job is important, needed, and relevant. The Dalai Lama once said, “If you think you are too small to make a difference,
If a grocery store can win a Forbes 5-Stars rating, this store would be it. It’s one thing to be exceptional, and it’s another to be consistently exceptional. MOM’s Organic Store in the Washington DC Metro Area is just that; Consistently Exceptional. I can honestly say that every business can learn from
“I believe in you”. Those four simple words are incredibly powerful, yet are not used often enough. While I don’t know for sure, I would bet that most working adults have never heard those words said to them. Regardless of your job title, each person has the direct ability to brighten
More than complying with requests…more than anticipating needs…guests need to feel like you are “on their side”. Simply put, they want you to be their advocate. Looking out for them. Suggesting services and products that will best fit their specific needs. Advocate Just recently, I was staying at the Thompson hotel in Miami
“The starting point of all achievement is desire.” – Napoleon Hill No one can make you have enthusiasm. Success, vitality, and achievement are all a direct result of it. One of the most beautiful sights to behold is someone who is fully engaged in what they do and enthusiastic about
Not too long ago, someone told me that all this customer service stuff is really just common sense. She went on to explain that customer service is, merely, basic social skills that all people have. Saying “good morning”, “thank you”, holding the door for someone, and offering help are all elementary.
Let’s just cut through all the clutter and get right down to it. Teams that consistently give excellent service have leaders who enthusiastically talk about excellent service everyday. How often? Everyday. There is no way around it. You can have the best training sessions, videos, and recognition programs. You can even fly in the
