This excellent article was written by Brian Lassiter, President of the renowned Performance Excellence Network. Many thanks to Brian for sharing this article! Sometimes the most powerful insights come from the most disastrous experiences. This is particularly true as it relates to poor customer service – something with which, unfortunately,
Two Kings. Both are royal. Both are majestic. Both are worthy to be given every good thing and served with excellence. One of the kings is “King Joseph Smith” and the other is “Joe Smith”. It is obvious who King Joseph is when he enters a room. His clothes, jewelry
It all begins with a thought. Thoughts turn into words, and words turn into behaviors, and behaviors turn into habits. In fact, anything we consistently do will become a habit. Napoleon Hill wrote that “Thoughts are things, and powerful things at that”. It generally takes anywhere from 3-4 weeks of
*This article was graciously contributed by Mr. John Wood, who is the HR Recruitment Manager at the luxurious Shore Lodge Resort. “Nuggets” are those actionable points of execution that set one service experience aside from all the rest. That special occasion when an authentic connection is made between the service
It always begins like this: “Bryan, what do we need to do to create a strong service culture?” Or “How can our leaders inspire excellence from their team members?” Please notice the we in the first question and the our in the second question. Inevitably, the client and my team discuss key pieces like
Could it be? Is it even possible? What are the chances that every touchpoint is memorable? Each team member is engaged. All leaders act as though they are not just managers, but rather CEOs of their respective departments. Vince Lombardi famously said…. The real leaders live and breathe that philosophy.
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,
