The concept of proactive customer service, or anticipating customers' needs before they ask for assistance, has been around for decades.Read More

To say that every problem usually has more than one way to look at it is of course an understatement. Since we all see through our own filters, most situations have more than two.Read More

I teach the adage that the only behavior we can change is our own. Even though I know this to be true, I often find myself crafting some lines for some of the people I encounter.Read More

As John DiJulius says, “You can focus on the things you can’t control or you can focus on the experience.” You are at choice.Read More

When we accept responsibility for our own attitudes and actions and own our contributions to troublesome situations, we not only take a big step forward toward finding solutions, but also set an example for others to follow.Read More

Etiquette applies to business or one’s personal affairs. And it can range in meaning between a concrete set of guidelines to the spirit of common courtesy.Read More

The first lesson we can learn from Elvis is this: If we are in a service position, the four most important words in our business are Thank You Very Much.Read More

While simple enough in theory, those on the frontlines of service are often seriously tested by difficult situations. The challenge for management is hiring, training and inspiring their staff to optimize each encounter for the betterment of all concerned.Read More

I love using the analogy of the turtle in my presentations and workshops. What does a turtle have to do with providing over-the-top customer service? I like the idea of “sticking our necks out”—in other words, truly extending ourselves to help others.Read More

Today I’d like to share a couple of really interesting responses to my blog post about “Being Right.” As a result of reading the post, my cousin Adrienne in North Carolina graciously let her ophthalmologist know that he took her into his office 45 minutes later than her scheduled appointment. His response, “Well, you can...Read More