This post wraps up our short series on Upside Down Leadership. The past two weeks we have talked about the circumstances faced business leaders today. Week One’s article shared some current voluntary turnover statistics that may take some businesses by surprise. In last week’s post, we began to debunk the way in which many organizationsContinue reading “The Super Six: Skills you must expand to survive (Upside-down Leader Series)”
Category Archives: Business Execution
Service Recovery: It Always Starts with the Right Attitude
Meet Steve Camp. If you don’t know him yet, you will want to after reading this story. I recently hired Steve (Steve Camp Construction) to install tile floors in several rooms of my home, including the bathrooms. The last items on the punch list for completion involved reconnecting the toilets in the house. So picture it. Continue reading “Service Recovery: It Always Starts with the Right Attitude”
Is Your Customer Experience Accidental?
Here’s a question to ponder: Why do some companies seem to ebb and flow almost effortlessly in customer interactions and others get tangled up with difficulties and frustrate customers? I recently bought a MacBook Air (yep, my world is changing) and I was amazed how smoothly the Apple team took care of and walked meContinue reading “Is Your Customer Experience Accidental?”
When Service Overshadows the Product
I was in a small town recently with my family and had one of those service experiences you just can’t make up. I won’t mention the city or restaurant because truthfully, we could probably replace its name with many other examples. Here’s the funny thing…the food was great…the service, not so much. And indifferent enoughContinue reading “When Service Overshadows the Product”
Your Customer Service Weapon: Do you know why I’m here?
Most hotels today provide some type of breakfast that helps its guests get nourished quickly and on the road. On a recent trip to Alabama, I stayed at a Hampton Inn. I’ve stayed here several times and have always enjoyed observing one of the breakfast servers. On this visit, I decided to talk to her. Continue reading “Your Customer Service Weapon: Do you know why I’m here?”