Dennis Snow Blog

Our family loves theme parks, and it’s been a joy watching our kids become thrill-ride junkies over the years. Given our background, it’s no surprise that Disney parks hold a special place in our hearts. Both my parents built long careers there, my brother and I worked there too, and many of our family members have been part of Disney’s story. On top of that, we are annual pass holders and spend an unreasonable amount of time and money in the parks year after year.   [...]

The main focus in our customer service training programs is that if you are going to truly stand out in today’s marketplace, the best way to achieve this goal is by focusing on the experience that you deliver to your customers. The world is full of companies that sell the same (or at least very similar) products that you do and offer the same type of services. You might charge higher or lower prices but the end product doesn’t vary much from company to company. So why would a customer be willing to pay more for your services, or travel a further distance to visit you instead of doing business with [...]

A common objection we hear in our customer service training programs is that it’s unfair to compare my background working at Disney to whatever industry they happen to work in. They say things like, “Of course it’s easy to be happy and have fun when you work at Disney World, try making my job fun." And from an outsider’s perspective, that argument makes a lot of sense. It sure seems like working at Disney would be a lot of fun especially compared to many other industries that are out there. After all, it is the “Happiest Place on Earth.” The Truth About Work [...]

Customer expectations are higher than ever, and a recent study shows that 77% of customers expect to interact with someone immediately when they reach out to a company. That comes from Salesforce’s most recent State of the Connected Customer survey conducted in 2023. Why Being the First to Respond Matters Another survey conducted by Lead Connect shows that close to 80% of customers purchase from the company that responds to their inquiry first. Building Customer Loyalty Through Responsive Service Once customers actually make a purchase, Khoros found t [...]

A common phrase that gets thrown around by a lot of professional speakers and consultants when it comes to the topic of customer service is that it’s simple and not “rocket science.” And while being nice to people, and saying things like “please” and “thank you” are simple, the fact is that it can be very challenging to consistently deliver a high level of service. In a recent LinkedIn post, I observed that customer service isn’t rocket science. An old family friend and former Disney cast member, Duncan Dickson, shared a story from a training session he was at with Jim C [...]

This post comes from guest blogger, Danny Snow. Saying goodbye to our 17-year-old cat, Leo, was one of the hardest moments our family has faced. After much thought, we chose Lap of Love, a compassionate pet hospice company, to help us through this difficult time. This experience highlighted the profound impact of exceptional customer service. [...]

In the article, Danny Snow shares a compelling anecdote from a bowling alley to highlight how minor interactions can significantly influence customers' perceptions of a brand, for better or worse. The story revolves around a young man's embarrassing moment when an employee jokingly offers to put up bumpers after he rolls three consecutive gutter balls. This incident, witnessed while Danny was bowling with his son, serves as a springboard for discussing the nuances of customer interactions. Danny reflects on the importance of context, the potential for embarrassment, and the fine line between a humorous and a humiliating experience. Drawing from this and previous experiences, such as working at Walt Disney World, he underscores the critical aspects of exceptional customer service, including empathy, proper training, and the impact of every interaction on the brand's image and customer loyalty. The bowling alley experience is used to illustrate a broader point: understanding and adapting to customer dynamics are essential for fostering positive relationships and loyalty. The article concludes with a powerful reminder of the responsibility businesses have to respect and value their customers, advocating for a thoughtful approach to customer service that prioritizes empathy and training. [...]

This post comes from guest blogger, Danny Snow. In today's digital age, where alternative options are just a click away, it's the subtleties of the customer experience that make or break loyalty. Let's not underestimate the power of getting the "small" things right. I’ve been a customer with a popular roadside assistance company for about 20 years now. Fortunately, I’ve only needed to use their services a handful of times and it was always a positive experience. Recently, however, I had an experience with them that perfectly captures a common challenge many customers face when dealing with [...]

Recently I took my car in for an oil change and went to meet with the salesman that I leased the car with back in early 2020 (right before COVID hit). I really liked him upon first meeting him and felt that he and the dealership provided great customer service to me along the way whenever I had a service appointment. Knowing my lease was coming to an end, I wanted to talk about purchasing the car at the end of the term. With car prices (especially used car prices) having gone crazy the past couple of years, it made a lot more sense to buy this one rather than turn it in and buy or lease something else. Plus, I love th [...]

Who does the on-the-job training in your organization is almost as important as the training itself. In this video I discuss the key role the trainer plays in modeling a culture of customer service excellence. [...]

An employee's first day of work can set the stage for the rest of their career. It sets the tone for how they feel the company cares about its employees. Check out my new video that focuses on how Walt Disney World onboards its new employees (cast members). [...]

This post comes from guest blogger, Danny Snow. If you have ever been in a taxicab, you likely know that it’s not a very glamorous mode of transportation. They’re rarely clean, drivers aren’t typically very friendly and the entire experience can be frustrating. Which is why rideshare companies like Uber and Lyft were able to come in and disrupt the entire industry.  For the past 10 years or so, I don’t believe I’ve even been in a taxi and I certainly haven’t missed them. Recently, I was forced into a situation where I needed to take a taxi and it was an u [...]

We all know how good it feels to be appreciated. In this post I share insights on how a simple thank you, that costs little to nothing, can provide a huge return on investment. [...]

One of the customer service principles I focus on a lot is the principle that “Everything Speaks.” Meaning that every detail of the customer experience either enhances your brand or detracts from your brand. In this post I share a vivid example of an Everything Speaks failure. [...]

Every experience you have as a customer is an opportunity to learn what to do or what NOT to do as you serve your own customers. My newest video post vividly describes a recent store experience that provided me with four lessons on what NOT to do. [...]

Sometimes a child's seemingly innocent question can make you see things differently. Check out my newest video on how my granddaughter's question spurred some deeper thinking. [...]

Every organization has processes that frustrate customers. Admit it, your organization does as well. Check out my newest video for ways to be hero in your customers' eyes. [...]

Who does the on-the-job training in your organization is almost as important as the training itself. In this post I discuss the key role the trainer plays in modeling a culture of customer service excellence. [...]

A customer should never hear the phrase, "That's not my job." But that infuriating phrase can manifest itself in many ways. In my newest video I explore some of the subtle disguises "That's not my job" wears, and what your organization can do about it. [...]

Certain phrases in service situations can feel like fingernails on a chalkboard. In this video I share one that drives me crazy and what can be done to eliminate it. [...]

In this post I share a 5-step coaching process for addressing customer service issues. Check it out! [...]

While none of us has a crystal ball, we do have the ability to take an informed look into the future and make plans based on what we see. My newest video focuses on the difference between preparing for what COULD happen and REACTING to what happened. [...]

There are opportunities to learn from just about any event. This video highlights some of the key learnings from my recent cancer journey. (My treatments were successful!) [...]

Marketers often talk about "brand preference." But there's something even better. Check out my newest blog post for more. [...]

Employees who understand the true purpose or bigger picture of their jobs will always perform better than those who see their role as simply completing a series of tasks. In this video I show you how to make that happen. [...]

I'm a big believer in keeping things simple. In my newest blog post I offer a simple formula for jump-starting a customer service improvement initiative. [...]

I love it when I talk with someone who is passionate about what they do. Check out my newest blog post that describes how one owner shows his passion for his business. [...]

In my newest blog post I explore the role of language in building a culture of customer service excellence. [...]

Walt Disney World's amazing new hire onboarding process set the stage for my 20-year Disney career. Check out my newest blog post on how Disney welcomes its new "cast members." [...]

Right now is the BEST time to show appreciation for your employees' hard work. My newest blog post highlights the BEST type of employee recognition. [...]

Every experience you have as a customer is an opportunity to learn what to do or what NOT to do as you serve your own customers. My newest blog post vividly describes a recent store experience that provided me with four lessons on what NOT to do. [...]

Sometimes a child's seemingly innocent question can make you see things differently. Check out my newest blog post on how my granddaughter's question spurred some deeper thinking. [...]

Every organization has processes that frustrate customers. Admit it, your organization does as well. Check out my newest blog post for ways to be hero in your customers' eyes. [...]

A customer should never hear the phrase, "That's not my job." But that infuriating phrase can manifest itself in many ways. In my newest blog post I explore some of the subtle disguises "That's not my job" wears, and what your organization can do about it. [...]

While none of us has a crystal ball, we do have the ability to take an informed look into the future and make plans based on what we see. My newest blog post focuses on the difference between preparing for what COULD happen and REACTING to what happened. [...]

What I learned about customer service from cancer journey. [...]

Certain phrases in service situations can feel like fingernails on a chalkboard. In this post I share one that drives me crazy and what can be done to eliminate it. [...]

Employees who understand the true purpose or bigger picture of their jobs will always perform better than those who see their role as simply completing a series of tasks. Here's how to make that happen. [...]

My friend and colleague Chip Bell is a legend in the customer service world. He recently came out with a wonderful new book, Inside Your Customer's Imagination. I highly recommend it. Chip was gracious enough to provide me with a guest blog post, as you'll see below. He even wrote about a Disney experience, which I really appreciated. [...]

There is no doubt that right now is the best time to deliver a great customer experience and the absolute worst time to deliver a poor one. With that in mind, this video by guest blogger Danny Snow shares two very different haircut experiences he and his family recently experienced that highlight key service principles that apply to any organization. [...]

From guest blogger Danny Snow - It was the best of times, it was the worst of times. There is no doubt that right now is the best time to deliver a great customer experience and the absolute worst time to deliver a poor one. With that in mind, let me tell you about two very different haircut experiences my family has had over the past week. [...]

While many factors affect customer loyalty, there is one thing that the best organizations ALWAYS do as part of their strategy. In this video I guide you through a simple but powerful approach for driving "walk-through-fire" customer loyalty. [...]

This video shares five strategies for preparing your employees to be show ready when your business reopens or ramps back up after the economic shutdown. [...]

As many states are beginning to reopen their economies, will your business be ready? This video focuses on questions you should be asking now so that you're prepared to prosper. [...]

Communication with our teams is always important, but in today’s environment effective communication is vital. In this video I discuss six communication approaches that can help you and your team navigate this uncertain time. [...]

Nearly every industry and every business is dealing with unprecedented challenges right now. What can a business do to sustain (and even increase customer loyalty) in a time of extreme uncertainty? Here's an idea for that just might work for your organization. [...]

During the challenging times we're ALL facing right now, it's vitally important to look for ways to do the right thing for family, friends, customers, and employees. Guest blogger Danny Snow (who also happens to be my son!) discusses the issue in this timely post. [...]

Customer Delight is a business buzz phrase that has been around for quite a while, and some would say it has been over-used. But there's an element of customer delight that's so simple to apply that it's worth taking a closer look. [...]

When we're interacting with customers, we ARE the organization's brand. The words we use affect the customer experience and the image of the organization. This video focuses on the negative impact a carelessly worded comment can have. [...]

What is it that legendary companies do that make them legendary? The answer might surprise you. Check out my newest video to find out. [...]

The 75 Customer Service Statistics You Can’t Ignore in 2019 [...]

Guest blogger Danny Snow shares a great, thought-provoking story about how a wow customer experience paid off two years later for a retailer. [...]

Customer Contact Week Nashville is coming up soon - January 15-18, 2019. Lots of great sessions, all focused on improving the customer experience. In preparation for the meeting, the conference organizers have produced several excellent articles. They offered to be a guest blogger on my site, and you'll find a thought-provoking and actionable article below. [...]

Creating a loyalty-driving customer experience encompasses more than just being nice. This video addresses the importance of getting the basics right, too. [...]

The next wave of customer service that will separate a company from their competition is all about being convenient. In my recent interview with customer experience expert Shep Hyken, he shares six strategies for leveraging convenience as a powerful way to differentiate your organization in today’s competitive marketplace. [...]

In preparation for their upcoming conference in Austin, Texas, Customer Contact Week (CCW) has published an excellent article, "Customer Empathy: Your Secret Weapon for World-Class Customer Service." It's definitely worth checking out.   [...]

Everything your customer sees, hears, smells, tastes, or touches impacts their experience with your organization, and any detail out of alignment with your brand promise creates a disconnect in the mind of the customer. What are the details saying about your organization? [...]

The concept of leaders needing to “walk-the-talk” has been around forever, and can seem over-used. But I don’t think the phrase can ever be over-used. This post focuses on specific leadership behaviors that walk-the-talk of service excellence. [...]

In this video I share an approach for making each moment of the customer experience a positive one. [...]

In this post I peel back the curtain of legendary service providers, and show how simple their processes really are. [...]

In this video I discuss tips for being "in the moment" for our customers. [...]

When we're interacting with customers, we ARE the organization's brand. The words we use affect the customer experience and the image of the organization. This blog post focuses on the negative impact a carelessly worded comment can have. [...]

In this video I discuss the importance of what we do and how we do it, even when we think no one is watching. [...]

I just shot a new video that focuses on the problems that occur when an organization abdicates responsibility for managing the customer's experience. Check it out here. [...]

In this video I discuss the subtle yet profound difference between REACTING to challenging situations, and RESPONDING to challenging situations. [...]

If employees are a company's most valuable asset, leaders must treat them with the dignity and respect they deserve. My newest video addresses the issue. [...]

The concept of leaders needing to “walk-the-talk” has been around forever, and can seem over-used. But I don’t think the phrase can ever be over-used. This post focuses on specific leadership behaviors that walk-the-talk of service excellence. [...]

Today's customers are demanding service that is both fast and personalized. This video describes how to deal with the challenge. [...]

The "likability factor" is a key component of loyal customer relationships. Courtesy, empathy, and being personable all go a long way in building strong relationships. But likability isn’t the ONLY important element. This article focuses on the importance of getting the basics right. [...]

In this video I discuss what to do in those situations in which the customer is WRONG. [...]

In this video I discuss a leadership behavior that can be demoralizing and even destructive to an organization. I’ll be talking about what leaders sometimes unintentionally do that make employees feel unimportant and therefore, invisible. [...]

Customer Delight is a business buzz phrase that has been around for quite a while, and some would say it has been over-used. But there's an element of customer delight that's so simple to apply that it's worth taking a closer look. [...]

Sometimes a customer service improvement initiative fails to achieve its desired results. In this video I share the #1 reason why. [...]

I believe that if the goal for our organizations is to create loyalty-driving customer experiences, it’s important to identify communication issues that might frustrate or even alienate customers. And it's even more important to do something about those frustrations. [...]

Since customer conflicts will sometimes happen no matter how good your organization is, why not put them to use? In this video I show you how. [...]

Everything your customer sees, hears, smells, tastes, or touches impacts their experience with your organization, and any detail out of alignment with your brand promise creates a disconnect in the mind of the customer. What are the details saying about your organization? [...]

In this video I ask you to imagine your customers being treated as welcome guests during any interaction with your organization. Imagine how they would feel about your company and how they would describe it to others. And imagine how it would affect their loyalty. [...]

While it’s often difficult to differentiate the products your organization offers, you CAN differentiate the EXPERIENCE your organization offers. [...]

We've all had people in our lives who, without even knowing it, had a significant impact on us. In this video I share a piece of career advice from one of my college professors - advice I've never forgotten. [...]

I owe a lot to Walt Disney. And while I never met him, I’ve learned a lot about leadership from studying his life for many, many years. In this blog post I share a few of those lessons. [...]

Have you ever had a salesperson promise you the moon when you were a prospect, only to disappoint, disregard and disrespect you when you became a customer? Me too. In this video I discuss the dangers of treating your POTENTIAL customers better than you treat your CURRENT customers. [...]

I recently came across a wonderful poem written in 1942 by poet Edgar Guest titled, “Good Business.” The exact terminology used could certainly be updated for a 21st century audience, but the sentiments expressed are as applicable today as they were in 1942. [...]

In this video I share an approach for getting every member of your team to focus on specific ways they can improve their own customer service performance. [...]

You’ve probably heard this quote by legendary college basketball coach, John Wooden: “The true test of a man’s character is what he does when no one is watching.” Whether we’re talking about someone’s personal or professional life, what he or she does when no one is watching truly is the ultimate test of character. But what if someone is watching, and we just don't know it? [...]

In today's fast-moving business environment, organizations need employees who are empowered to be creative in their jobs. At the same time, clear performance standards are necessary for delivering a consistent customer experience. In this video I discuss how creativity and non-negotiable performance standards CAN work together. [...]

In your organization, who is managing your customer's experience? If the answer is, "the customer," you may have some work to do. This blog post focuses on the importance of thinking through what your customers should experience when interacting with your organization. [...]

In this video I share seven specific strategies for making customers feel valued. [...]

This blog post describes how using the right words can build strong customer relationships. [...]

In this video I discuss how the actions of one caring employee overcame a potentially negative customer experience. [...]

This post describes how to deliver service that is both fast AND personalized. [...]

I hope you enjoy this guest post from Monika Götzmann of Miller Heiman Group. Why Your Customer Service Should Influence Customer Engagement - by Monika Götzmann Engaged customers are extremely valuable, and can be described as those who have a personal connection to a brand. Research from Rosetta found that engaged customers spend 60 percent more per transaction, while they are also three times more likely to recommend a product to a friend, according to the Harvard Business Review. [...]

Tips for providing excellent customer service through the power of presence. [...]

In this video I expand the idea of being "show ready" to being "grand opening ready" every day. [...]

In this video I focus on the core expectations our customers have of us, and how that knowledge can help us deliver excellent experiences.   [...]

In this video I discuss my recent experiences with the Uber ride-sharing service, and how they're changing an industry by creating an outstanding customer experience.   [...]

In this video I address the question: Are you making things easier for yourself or easier for your customers?   [...]

The only way that we can consistently delight our customers is if we are truly present for them – truly "in the moment." If we’re not in the moment, we miss the visual, verbal, or even written clues customers are constantly giving us, and we end up processing customers through our systems. And no matter how well our systems are designed, most customers HATE feeling processed. They want to feel important, listened to, and respected. They want to feel valued. Valued customers come back; processed customers merely tolerate our organization until something better come [...]

In this video I showcase the world-famous Pike's Place Fish Market as an example of taking a routine task (selling fish) and turning it into an experience that delights customers. [...]

In this video I share the elements that differentiate caring customer service from indifferent customer service. If you received this blog post via email, you may need to click here to view the video. [...]

In this video I discuss the art of delivering a positive customer experience, even when things are hectic and you have to move quickly. If you receive my blog via email, you may need to click here to view the video.   [...]

In one of my customer service workshops not long ago, I shared some of the practices I learned while working at Walt Disney World. A clearly agitated participant stood up during the question and answer segment. “I’m a university professor,” he announced, “and I’d NEVER encourage any of my students to work at Disney World. They turn employees into robots and stifle all creativity.” He then stood there in anticipation of my response. Although he hadn’t really asked a question and seemed more interested in provoking, I had to admit it wasn’t the first time I had heard the c [...]

I’m not what you’d call a confrontational person. I don’t enjoy being involved in conflict, and I get uncomfortable when I see or hear others in conflict. I’m not sure why, it’s just the way I am. But I also know that some of life’s best learnings can come as a result of conflict or disagreement. If the conflict ultimately raises our awareness and helps us (and others) to grow, while we might not like it at the time, some good has come out of the conflict. Customers and Conflict No organization is going to make every customer happy every time. Making [...]

Most of us have had an idea for a project that we’re passionate about, only to be met with resistance in the form of, “The timing isn’t right.” The timing excuse might have to do with the economic situation, the labor market, competition, global warming, etc. The list of possible excuses goes on and on. We’re usually told to be patient, the time will soon be right and then the project can go forward at full speed. The right time, of course, never arrives and the project, which might have made a positive difference in the organization, begins to fade and eventually disappears completely. H [...]

I’m always looking for the subtleties that differentiate good customer service from great customer service. And the difference usually is subtle. This example highlights that difference. My son and his girlfriend were doing some grocery shopping, and one of the items on their list was a water filter for a sink. After a few minutes of searching, they approached a store employee for help. Let’s freeze the action at this “moment of truth.” Their interaction with the employee could’ve gone in one of four directions: Option 1 [...]

In this video I describe four steps that I believe any organization can use for creating a culture of customer service excellence. Don't let the simplicity of these steps fool you; they work! If you receive my blog via email, you may need to click here to view the video.   [...]

Have you seen the television show, Undercover Boss? It's a great show in which CEOs go "undercover" to work jobs on the front lines of their organizations, often with hilarious results. Even if you haven't seen the show, the following video shares some thoughts on the "real work" being done in any organization. If you receive my blog via email, you may need to click here to view the video.   [...]

Do little courtesies, like a handwritten note to a customer, really have an impact on customer loyalty? If the product is bad and the processes consistently poor, then the answer is likely to be no. In the long-term, small courtesies won't make up for a dysfunctional business model. But when the product is good and the processes are customer-friendly, little touches like this can lock in an emotional connection between the customer and the organization. My wife's nephew, Ryan, recently sent me the following note: I had to share this story with you. A couple weeks ago I ordered a speaker for my home theater [...]

How many times have you been told by a cable company, delivery service, or appliance repair company that they will be at your home sometime between 1PM and 4PM? And how many times have you waited, only to have the service person arrive later than promised or not arrive at all? Staying home for a half-day, and perhaps having to repeat the experience due to a no-show service person is one of the truly frustrating customer experiences nearly everyone can relate to. For some it can also be extremely costly because they’re taking time off of work to be on “standby.” I&rsqu [...]

"Customer loyalty is dead. Customers care only about price." I'm reading and hearing that statement a lot lately, and address it in my latest video blog. If you receive my blog via email, you may need to click here to view the video. [...]

Aren’t you tired of receiving sales and marketing letters that start with, “Dear Valued Customer…”? Most (all) of these letters go on to demonstrate that rather than being valued, you’re really a faceless, nameless entity in a long, long line of faceless and nameless entities. In order for me to feel valued as your customer, I have to feel that you see me as an individual. I have to feel that you’re glad I’m a customer. And most importantly, I have to feel that you actually care about helping me. Following is a list of actions that make me feel valued as [...]

What’s more important to a business’s success; the product (the steak)? or the delivery (the sizzle)? The problem with focusing strictly on the product is that you soon find yourself in a commodity environment, and remaining competitive eventually becomes all about price. That's a hard battle to fight and a harder battle to win. Focusing strictly on flashy delivery, however, has its own problems. Flashy delivery of a mediocre product is usually a recipe for customer disappointment. The old "snake oil salesman" comes to mind. There are examples, of course, of organizations that are successful with e [...]

My guest blogger today is Ron Kaufman, founder of Up Your Service! College. In this post he writes about a subject near and dear to my heart: it's usually the little courtesies and gestures that have the biggest impact on the customer experience. I can relate to the hotel experience he shares. Like Ron, I don't really need a huge and ornate hotel room. But I do appreciate a room that is well thought out through the lens of the guest. (And I've always wondered how some hotels do the mirror thi [...]

For me, college was a long, long time ago. And contrary to what we often tell our children as they head off to the world of higher education, it wasn’t the most enjoyable time of my life. Other than my freshman year, that is, at the University of Vermont. That’s the year I almost flunked out because I spent more time skiing than I did in class or studying. That year was a ball. But it was clear my college career would be short indeed if something didn’t change. After moving to Orlando to work at Walt Disney World, I became a “non-traditional student” at the University of Central Florida. [...]

Is there someone in your organization (colleague, boss, employee) who did something good this past week that you may have neglected to thank? A sincere thanks is a great way to start the weekend! [...]

Are effective leaders born or developed? That question has been debated in thousands of books, articles, speeches, and forums. While there are some characteristics effective leaders may have acquired early in life (I don’t believe they were born with them); I believe that leadership skills can be developed later in life. And these skills aren’t based on personality or charisma, nor are they dictated by a person’s DiSC or Myers-Briggs profile. No matter their style, effective leaders do three things very well. Effective leaders Operationalize the Organization&rsq [...]

Who hasn't, at least once, dreamed of quitting a job in a dramatic, memorable way? Something about a flashy exit seems so satisfying. And along comes the viral story of the now-famous JetBlue flight attendant setting a new bar for saying goodbye to his job. I've seen many stories and blog posts from flight attendants and other workers hailing the guy as a hero. But I have to admit that when I read the story, I had a knot in my stomach. I knew that some reading the story [...]

One of my all-time favorite movies is, “Raiders of the Lost Ark.” The film kept me on the edge of my seat. While the fight and chase scenes were exciting, I found the scenes of the archaeological digs to be especially engaging. When Jones found and explored the desert chamber I felt like I was right there with him. As he made discovery after discovery, I thought, what a thrill it must be to discover something that has been hidden for thousands of years. I have always been fascinated by the work of archaeologists. They are able to take physical artifacts of ancient civilizations and construct a rich portrai [...]

This video post discusses the importance of "expanding the product to include the entire customer experience." If you receive my blog via email, you may need to click here to view the video.   [...]

My guest blogger today is Don Tanner of Tanner Friedman, a strategic communications firm. Be sure to visit their site, and especially click on the OUR TURN tab to check out some terrific ideas in each of the three categories, Blog, Perspectives, and News. Don's article below is a perfect compliment to my recent post,  [...]

Why does JetBlue Airways like to hire flight attendants who are former New York City police officers and fire fighters? A recent Wall Street Journal article, "From the NYPD to JetBlue," by Scott McCartney, provides a wonderful example of an organization that understands right fit talent. "...it dawned on recruiters that people who had been through emergencies routinely wouldn't panic onboard airplanes." "...They know how to handle [...]

In the spirit of full disclosure, this post is an update of a print article I wrote awhile back. But several experiences recently have made me want to post it in my blog. The Frontline Equals the Bottom Line Most of us have heard the expression, "The frontline equals the bottom line," as it pertains to a company’s employees.  It means that as far as the customer is concerned, a company's frontline employees ARE the company.  After all, rarely do customers come in contact with the executives of an organization.  Those frontline employees are truly the face of the organizati [...]

After a customer service presentation I recently conducted, an attendee wrote to me about a situation that reminded her of my comments regarding attention to detail – “Everything Speaks,” – and how details can either build or erode customer trust. Here’s some of what she shared: "I thought you would be interested in seeing the attached picture that I took on my flight home. As I was getting on the pl [...]

Due to the recession, employee promotions have been few and far between for most organizations. But as things begin to turn, promotions will likely start making a comeback. And now is the time to be thinking about your company/division/department promotion strategy. Nothing communicates more quickly what an organization truly values than the decision on who gets promoted. While all promotion decisions are important, the first promotion to a position of leadership is arguably the most important. The frontline supervisor has more power regarding the day-to-day customer experience than most execu [...]

I guess I'll never be known as the "Wizard of Wall Street," because for the life of me, I can't figure out how Wall Street works. I try, but I just can't get it. Latest example: Amazon.com's stock price tumbled 13% yesterday because second quarter profit missed analysts' projections. If the news stopped there, I'd understand. But the news didn't stop there. Amazon.com's earnings are UP 45% and revenue is UP 41% from a year ago. Keep in mind that the Dow is up "only" 13.8% and S&P 500 is up "only" 12% during the same period. But missing analyst projections apparently trumps what seems to be strong performan [...]

In one of last week's blog posts, I discussed the important role storytelling plays in effective leadership ("Leadership and Storytelling"). I emphasized that stories provide the links that connect an organization’s employees to its history, its purpose, and its values. And that purposeful, well-told stories can stir the emotions of team members and make leaders more real. At the end of the post I promised I'd recommend some resources that can help you develop and refine s [...]

My guest blogger today is Meredith Estep, Vice President of Client Services with Unitiv. Unitiv is a provider of IT solutions based in Alpharetta, Georgia. You can find Meredith's regular blog posts at Intelligent Help Desk Blog. I've followed Meredith's writing for some time, and I'm always impressed with how she [...]

Instead of focusing on what companies can do to provide better customer service, this video post focuses on what WE can do to be better customers. If you receive my posts via email, you may need to click here to view the video.  [...]

One of the most challenging questions I get is, "How much will improving the customer experience add to our company's bottom line?" The problem is that many factors come into play regarding the level of success of a service improvement initiative, not the least of which is the level of organizational commitment to the effort. I just read an interesting blog post on the subject by Bruce Temkin titled, What if Custo [...]

When some friends and colleagues encouraged me to write my second book, Lessons From the Mouse, I was scared out of mind. What if it turned out that everything I knew had been written in my first book, Unleashing Excell [...]

In my younger years, I used to to a bit of magic. I thought I'd have a little fun with this video post. Keep in mind the post does make a point about customer service, but you have to watch it to the end. [...]

The last three cars I've purchased have all been from the same dealership, Orlando Infiniti [...]

A comedian on the Comedy Channel was talking about the differences between dating and marriage: "When you're dating… You picture yourself growing old together.""When you're married… You wonder who will die first." "When you're dating… He knows what a 'hamper' is.""When you're married… The floor will suffice as a dirty clothes storage area." "When you're dating… He loves to discuss things.""When you're married… He develops a blank stare." (It was a female comedian) While watching and laughing, maybe a [...]

In my customer service speeches and workshops I stress the principle of “Everything Speaks” - every detail of a company’s physical environment is communicating a message (positively or negatively) about the company’s brand. I’ll often show photographs of Everything Speaks examples, such as stockroom doors left open in full view of customers, dirty or dusty shelves, messy desks, etc. I usually get some pretty sheepish looks from audience members as they recognize that some of these examples are prevalent in their own organizations. The CEO of one hospital client took this approach to heart [...]

The full effect of the Gulf oil disaster likely won’t be known for a long time. Already, industries such as fishing and tourism are taking the hit, and it appears to be only the beginning. Scientists and engineers are worried that Gulf currents might carry the oil around Florida and along the east coast. Pretty scary stuff. The finger pointing is well under way, and it sounds like there’s plenty of blame to go around, but I think it’s clear that the BP brand has a long road to recovery. While BP as an organization might deserve the consequences of the situation, I can’t help b [...]

A couple of years ago I wrote about some of the struggles Home Depot was experiencing, along with some recommendations for reclaiming the positive brand image they once commanded in the minds of customers - Sacrificing Customer Service – Lessons from Home Depot. Blogger Alan Gregerman sent me a link to one of his posts in which he states, “This is g [...]

As a frequent flyer, I have been on a quest to pack as economically as possible. I can’t remember the last time I had to check a bag, and those items I pack in my carry-on bag are carefully chosen to take up as little space as possible. I get giddy whenever I come across a gadget that’s smaller than the one I currently carry. I don’t care how much it costs, if it’s smaller it’s better, and I buy it. I often joke that my goal is to travel with only what I have in my pockets – 5 day trip. Spirit Airlines apparently wants to help me achieve my goal. First, airlines bega [...]

I've recently put together a white paper titled, "The Top Five Customer Service Mistakes Companies Make, and How Your Organization Can Avoid Them." The mistakes addressed in the white paper [...]

When asked to describe their corporate culture, business leaders sometimes struggle to answer. Responses often run the gamut from vague generalities such as "we have a culture of putting the customer first" to recitations of the company's mission statement. I believe that you can see a company's culture simply by watching what employees are doing and how they do it. In short, a company's culture is defined by what people do within the organization. The critical point of course, is to have a culture by design rather than by default. Many organizations simply allow their culture to evolve with no p [...]

I hit the "Publish" button too soon on yesterday's post, Toyota Recall - The Brand Challenge. Today's news reports that Toyota executives admit they knew about the gas-pedal problem for over a year before taking action. In fact, evidence about unexpected acceleration has been mounting for six years. The firestorm has just begun. Toyota completely blew Step 1 of how to handle company screw ups: 1.     Admit to the mistake quickly 2.     Accept responsibility 3 [...]

The Toyota recall has been dominating the business news lately. Every day it seems a new piece of information regarding the "sticky gas-pedal" issue comes out - some of it indicating that Toyota is handling the situation quickly and effectively, and other information indicating that Toyota has known about the problem for a long time and took action only after being forced to. I'm sure that new information will continue to come out, and it remains to be seen how all of this will affect Toyota's reputation and future. While no one knows at this point how the Toyota story will play out, I do know this: an organization's [...]

Every morning, the law firm of Baker, Donelson, Bearman, Caldwell & Berkowitz reviews the list of clients who will be visiting the office that day, noting the industries the visiting clients are in. Then, instead of having generic magazines in the waiting room, they put out magazines that are of interest to members of those industries. They have to stay on top of their client list so that they have appropriate magazines, but imagine how much better their approach is than the norm. Most waiting rooms have the standard, general-interest magazines that, more often than not, are months (or years) out of date. [...]

My post about my recent experiences with Southwest Airlines, The Curse of Arrogance, seems to have struck a nerve with some folks, especially Southwest Airlines flight attendants. Another site picked up the thread and included several comments from flight attendants who placed the blame on obnoxious or abusive passengers. I agree; no employee of any organization should put up with abuse. But the situations I observed involved no abusive passengers. As I wrote in the original post, I've recently started to notice more and more Southwest flight attendants being s [...]

I'm ashamed it has taken me so long to recommend one of my all-time favorite books,  [...]

Southwest Airlines has been my favorite airline for a long time - I've written about them often in this blog and talk about them often in my speeches. I'm a Southwest fan not only because of positive experiences, but also because their success and almost cult-like following has been a great case study as a speaker and consultant. But I've noticed a disturbing trend over the last several flights I've had with them. It seems that more and more of their employees have adopted what I would call an "attitude of arrogance." Since most interactions are with flight attendants, this trend has been most noticeable with them. Wh [...]

The busiest shopping day of the year, Black Friday, is now behind us. If you were one of the multitudes who braved the crowds, my sympathy is with you. My wife and I long ago decided that since shopping and crowds are two of our least favorite things in life, we would NEVER shop the day after Thanksgiving. But, we will be doing some holiday shopping during the next couple of weeks. And we know that we'll have to face the crowds. According to the National Retail Federation, November and December account for 25 to 40 percent of many retailers' annual sales. So, like it or not, the crowds will be there [...]

As we get closer to the holiday season, the news is full of reports that retailers plan to hire fewer temporary workers than usual because of lower sales expectations. While this might make short-term sense to a business's bottom line, it's a recipe for frustration for you and me as shoppers. Busy shopping seasons are often riddled with dismal customer service experiences, and this one will likely be no different, and perhaps worse. So, what should we do if we receive poor service? A clear option, of course, is to leave and never go back. Poor service sometimes occurs, however, in companies we actually like [...]

An article appeared in Tuesday's Wall Street Journal titled, "Firms Keep Brakes on Hiring: Unsure About Strength of Upturn, Employers Produce More With Fewer Workers." The article notes that while hiring always lags behind economic recoveries, this time the lag is likely to be worse. Doubts about the strength of the recovery and concerns about the potential costs of health care reform are two of the reasons the WSJ says companies may be slower to replenish their [...]

My wife and I had dinner a couple of nights ago at a local Uno Chicago Grill. I hadn't been in an Uno's for a while and was very impressed with the look of the facility. Lots of energy, but not loud (I don't like loud restaurants - it makes conversation too hard). They had it just right. But my focus, as usual, was on the service; and the service that evening was wonderful. But here's the point: no one did anything breathtaking, they just did the little things very well. Every employee we encountered made us feel welcome. My wife commented with what I think were exactly the right word [...]

From 10+ years of working with organizations on customer service improvement initiatives, I can say without hesitation that the number one ingredient for success is top management commitment. While an improvement initiative can begin anywhere in the organization, top management support quickly becomes required for the initiative to gain any real traction. Without such support, the organization's naysayers and skeptics will eventually squeeze the life out of the effort. The situation is effectively explained in an excellent book, Chief Customer Officer: Getting Past Lip Service to Passionate [...]

During a recent drive, my wife Debbie pointed out this sign on the side of the road. "Based on the quality of the sign," she asked, "how 'class A' do you think the office space is?" Good Question. When it comes to execution, I believe that "everything speaks." Every detail is communicating a message to the customer. In this case, the desired message and its execution are seriously out of alignment. I always have my digital camera ready, and just had to stop a [...]

This blog post will start out in an unusual way - a description of a funeral. It may seem at first to be a departure from my focus on customer service, but please stay with me; there's a point to what I'm writing about. Last weekend I attended the funeral of a former Disney colleague, John "Scooter" Huller. He lived a very full 84 years and, based on the stories shared during the funeral, was a well-loved human being. I met Scooter in the mid 1980s when I was a supervisor in Walt Disney World's Magic Kingdom. Scooter was the manager of Special Events, responsible for providing support for all of the logis [...]

During a recent radio interview, the show host asked me to comment on a pleasant subject - the economic recovery. With all of the recent doom and gloom, there are signs that things are beginning to turn around. Who knows how long the recovery will take, but the economy will most certainly recover. During the discussion the host asked me, "What is your main suggestion for organizations in preparation for the economic recovery?" Without hesitation, I said that if organizations focus on one thing in preparation for the recovery, it should be this: "Begin planning your economic recovery hiring st [...]

Starting a customer service improvement initiative is challenging for most organizations. I've seen countless leaders so frustrated over where to begin that they don't begin at all. The question of how to get things started freezes some initiatives in their tracks, and what could've been a successful improvement initiative never gets out of the gate. Here are three ideas for getting started: Decide what metrics you want to affect with the initiative - A bank might focus on "share of wallet" metrics, or customer retention. A hospital can focus on patient satisfaction scores or [...]

I just finished a series of customer service programs for the employees of TWC Services, a commercial equipment service company. A branch manager made a comment during one of the sessions that made me stop and think about how businesses and employees deal with challenging situations - customer service issues or otherwise. The manager, Jim Oakley, said to the group, "When dealing with any situation, it's important to understand the difference between responding and reacting. When we respond," Jim continued, "there is some thought behind our actions. When we react, we're just making it u [...]

When I first meet with a client organization's executives to discuss a planned customer service initiative, it's not uncommon for the group to be overwhelmed with the scope of work to be done. I often see the "deer in the headlights" looks on their faces as the leaders wonder what they've gotten themselves into. The problem is that most people (including me) tend to overcomplicate things by thinking that all of the elements of the initiative need to be done right now. They don't. Like Stephen Covey says in The 7 Habits of Highly Effective People, we need to put first things first. A [...]

Some of you know that a second, updated edition of my book, Unleashing Excellence: the Complete Guide to Ultimate Customer Service, coauthored with Teri Yanovitch, is scheduled for release this fall. Part of the publishing process includes getting reader endorsements, which appear on the book jacket. I've sent the manuscript to several "celebrity" business authors; those who have written business books th [...]

The popular notion stating that if a customer receives poor service, he/she will tell nine other people, has been grossly out of date since the advent of the Internet. In reality, customers can electronically tell millions of people about their experiences. And now, with Twitter, people can tell others about their experiences as they happen. Think about the power of that ability. In the past there was at least a cool down period between the negative service situation and the opportunity to share the news - and we might've just let it go without taking the time to write it up. Now, we can now share t [...]

The link between employee engagement and customer engagement has been well established. So, check this out with that link in mind. A Harris Interactive poll of 23,000 U.S. residents employed full-time in key industries and key functional areas found the following: Only 37% said they have a clear understanding of what their organization is trying to achieve and why. Only one in five was enthusiastic about their organization's goals. Only one in five said they have a clear "line of sight" between their tasks and their organization's goals. Only 15% felt that their organization f [...]

I do love gadgets. I just got an Amazon Kindle and thoroughly enjoy the ability to carry several books in such a thin device. My Palm Treo is always at the ready for reading or sending emails, checking the news, and updating my calendar. I'm pretty sure that I'm just a few days away from trading in the Treo for an iPhone, which seems like the ultimate gadget. But I think it's important to recognize that while these gadgets certainly increase our connectivity with others, they also have the potential to make our communications appear impersonal. What I'm really talking about here is the email function on whatever smart [...]

Every job requires a special blend of skills and talents if the job is to be done masterfully.  At the Starbucks near my home, one of the "baristas" epitomizes the concept of right fit talent.  While all of the baristas do a fine job, James stands out through his uncanny knowledge of customer names and their favorite beverages.  While Starbucks emphasizes this in their training, James takes it way beyond what can be trained.  He prepares beverages for customers even before they walk in the door, having seen them walking in from the parking lot.  He knows the names of customers' family mem [...]

Several of my previous blog posts have focused on the differences between employees who do their jobs with a "task mentality" versus employees who do their jobs with an "experience mentality." I stress this topic so heavily because it is at the heart of what separates great service providers from the rest of the pack. Those employees who focus on creating great experiences make customers feel welcome and valued. Those who focus on merely completing tasks make customers feel processed. The word that bridges the gap between a task mentality and an experience mentality is presence. In order to create a posi [...]

I recently came across a verse in the Tao Te Ching, a book of ancient Chinese Philosophy written over 2600 years ago, that caused me to take a few moments (over a great cigar) to reflect on the qualities of great leaders. The verse states: The best leader is one whose existence is barely known.Next best is one who is loved and praised.Next is one who is feared.Worst of all is a leader who is despised. If you fail to trust people, they won't turn out to be trustworthy. Therefore, guide others by quietly relying on Tao. Then, when the work is done, the peop [...]

As we come into the weekend, try giving your team this informal assignment. As they go about their weekend activities, ask them to to consciously notice the level of service they receive as they interact with companies and their employees. Ask them to look at the physical environment, observe employees as they serve them as well as other customers, and pay attention to the processes they experience during the interaction. What was good? What was not so good? What what was dismal? Ask them to mentally note as many details as possible. At your next team meeting, request that members of your team shar [...]

When employee performance issues come up, particularly in regard to customer service behaviors, organizations are quick to send their people off for training in order to fix the problem. Of course, I'm in the business of customer service training, so I'm all for employee education when it's appropriate. Oftentimes, however, sending employees to a training class is a relatively easy alternative to holding those difficult conversations (coaching and counseling) or making difficult decisions (firing perpetually poor performers). In my consulting work I find that many organizations do a wonderful job of training employees [...]

As a leader in the organization, remember that "everything speaks." Your behavior in front of employees "speaks" about what you truly value, and when words and behaviors don't align, behaviors will win out every time. Your employees judge your values by what you do. Here's an example of what I mean. I was conducting a customer service training program for a company in which every one of the company's employees was attending. The CEO kicked off the session with a fine speech about the importance of customer service to the future success of the organization, and he then introduced me. During the pr [...]

One of the most popular songs from the Disney film, Beauty and the Beast, was the song, “Be Our Guest.” Belle, the heroine of the film, is enthralled by the magical preparations of a spectacular dinner as the animated candelabra, Lumiere, sings “Be Our Guest.” It’s a fitting song for a Disney film since the company has a long history of referring to its customers as “guests.” Walt Disney’s philosophy at Disneyland was that they didn’t have customers, they had welcome guests. It was a mindset he worked to instill in the park’s cast members. Keep in mind that p [...]

When returning a client's call or email, I love to hear the words, "Wow! Thanks for getting back to me so quickly." Those words tell me I've exceeded their expectations, and that's a great way to begin a dialogue with a customer/client. To be sure, I don't hear those words every time because there are times I don't respond quickly enough to deserve a wow (although I do focus on quick response times). And some people just aren't "wow people." But I know when I do receive a wow for getting back to a client quickly, the trust factor is being established. In today's market place, [...]

Many of you have team meetings at the beginning of each week. At next Monday's meeting, post this question on a flipchart page: "What is one improvement I can make in serving my customers (clients, patients, fellow employees, etc.), that if I do it consistently and I do it very well, will have a positive impact on their experience?" Give everyone a few moments to write down their answers, letting them know that you're not going to ask them to share their answers with anyone. (They might not want to share something they know they should be doing but are not - or at least not doing consist [...]

I was sitting next to a warm fireplace in the lobby of a Virginia hotel this morning, enjoying a cup of coffee and reading the newspaper. Several other hotel guests were doing the same. Two men entered the lobby and sat down near the rest of us, sitting across the table from each other. It quickly became apparent that the purpose of their meeting was a job interview, as one of the men started lobbing pointed questions at the other. It wasn't that I was purposely listening in; the conversation was so loud that no one in the room could help hearing what was going on. The interviewer's entire demeanor w [...]

The customer service example below comes from Springfield Clinic, a wonderful organization I've mentioned in my blog before. There are two things I appreciate in this example: 1. It demonstrates that opportunities to truly wow customers are all around us. It might not be possible to take advantage of every opportunity every time, but when we can - we should. You can bet that the customers in this story will remember the kind gesture forever, and imagine how many friends and family they've shared the story with. 2. It demonstrates a commitment to sharing great service stori [...]

I hope you all had a wonderful holiday season, and that you are optimistic about the new year, in spite of what the news continues to report. I had the opportunity to do some shopping over the holidays and had a handful of great experiences, a handful of lousy experiences, and tons of mediocre/neutral experiences. I'm sure you can relate. What separated the great experiences from the others wasn't anything spectacular or heroic. It was more a matter of employees who truly knew what they were doing, were genuinely friendly while doing it, and who seemed happy to help. That's it - those things made the differenc [...]

This is the fifth in a series of five posts in response to a client's question; "From your observations and consulting work, what do you think are the top customer service mistakes companies make?" Mistake #5 - Tolerating poor service performance from employees at any level within the organization. Companies allow poor performers to stay on the job for many reasons. First of all, if you fire them, you have to go through the hassle of hiring someone else. It's easier to just ignore the problem. Second, some managers just don't know about the poor performance. They're not [...]

This is the fourth in a series of five posts in response to a client's question; "From your observations and consulting work, what do you think are the top customer service mistakes companies make?" Customer Service Mistake #4 - Not making customer service a significant part of new-hire orientation as well as a part of ongoing training. George Miliotis was the General Manager of the California Grill restaurant from the time it opened in 1995 until he left in 2002.  The California Grill is an upscale restaurant located at Walt Disney World.  George was (and still is) a big believer in [...]

This is the third in a series of five posts in response to a client's question; "From your observations and consulting work, what do you think are the top customer service mistakes companies make?" Customer Service Mistake #3 - Hiring the Wrong People If an ideal employee is a company's most valuable asset, then the wrong employee is its albatross, its anchor. So, why do companies often hire the wrong person? I think it is because they never really determine what they're looking for, or wait until they need someone before they start looking, and therefore hire quickly from a [...]

This is the second in a series of five posts in response to a client's question; "From your observations and consulting work, what do you think are the top customer service mistakes companies make?" Customer Service Mistake #2 - Designing processes for the company's convenience, not the customer's. How many times do you find yourself shaking your head in frustration as you deal with a company's non customer-friendly processes? My guess is you can name at least five frustrating experiences you've had in the last week. Too many organizations design their processes for their own conveni [...]

This is the first in a series of five posts in response to a client's question; "From your observations and consulting work, what do you think are the top customer service mistakes companies make?" Customer Service Mistake #1 - Not clearly defining what the customer experience is supposed to be. Many organizations mistakenly believe that the products they sell define the customer experience. At a restaurant, it's the meal; at a car dealership, it's the car; at a law firm, it's the legal advice. Of course, this belief is partially correct - the prod [...]

A client recently asked, "From your observations and consulting work, what do you think are the top customer service mistakes companies make?" I thought about it and listed five organizational mistakes that I feel are at the foundation of most service issues: Not clearly defining what the customer experience is supposed to be. Designing processes for the company's convenience, not the customer's. Hiring the wrong people. Not making customer service a significant part of new-hire training as well as ongoing training. Tolerating poor service performance from e [...]

I hate to use this blog to ask for a favor (but I'm going to anyway). An important element of selling books on Amazon.com is the Customer Review section. Many potential book buyers, me included, often take a look at the reader reviews to see what others are saying about a book before deciding to buy. If you've read my new book, Lessons From the Mouse, and feel so inclined, I would certainly appreciate a brief review. Don [...]

When proposing a customer service improvement plan for your organization, one of the questions you're likely to get is, "What will it add to our bottom line?" So many factors influence the actual impact of a service initiative that it's hard to give a specific number. I can point to past successes, but even then it's hard to make a prediction. What's happening in the economy? How well does the organization follow through on the initiative? What's the competitive environment like? What other operational and financial issues is the company up against? So, while it's hard to say "if we do this, we'll add $X to our bottom [...]

My publisher, Dennis McClellan (DC Press) sent me a blog post yesterday that stopped me in my tracks. It's written by Quint Studer, who is one of the premiere consultants in the healthcare industry, and brilliantly addresses the issue of accountability. I could elaborate on the article here, but there's nothing to add. Please check out (and pass along) his article,  [...]

Not long ago I received a comment from a program participant stating, "I'm tired of hearing Southwest Airlines, Nordstrom, and Ritz Carlton examples in every customer service speech. Why do all speakers seem to highlight the same companies?" The answer, of course, is that these companies consistently do the things that make them good examples! It's hard to argue with success and these as well as a few other companies have pretty good track records. Why not learn from what they've done to reach the point where they're regularly held up as examples of excellence? This is all a build up to another Southwest Airli [...]

Here's a quote to pass around to your leadership team: "When bosses are in the habit of giving praise, employees get in the habit of being praiseworthy."Barbara Farfan When an organization sets lofty customer service objectives, employees are often asked to do things in different ways - sometimes in ways that may be out of their comfort zones. And that's good. Breakthroughs usually only occur when we are willing to move out our comfort zones. I believe the single most powerful thing a leader can do when he or she observes an employee stepping up to achieve the organizatio [...]

One of my all-time favorite leadership quotes comes from Tom Peters: "The problem isn't that your people don't know what you're doing; the problem is that your people do know what you're doing." Employees know what their leaders value simply by observing their actions. When a leader says something is important and yet his or her behaviors contradict their words, behaviors will trump the words. If, for example, a leader says treating people with respect is a company value while regularly and publicly chewing out employees, chewing out employees will quickly become an acc [...]

If you've been reading this blog recently, you know I'm concerned about organizations sacrificing customer service as they cut costs during this economic downturn. My advice is to look at this as a time to solidify customer relationships as your competitors operate in panic mode. Being a realist, however, I do know that managing costs is critical during tough economic times. So, I'd like to propose something I haven't tried in this blog before; the sharing of best practices from readers. Here is what I propose - Have a meeting (or series of meetings) with your direct reports with the follow [...]

Due to a mechanical problem on a United Airlines flight departing from Orlando last Sunday, I was informed, along with the rest of the passengers, that we would be delayed five hours (!?!). Because I would miss my connecting flight I went to United's lounge to make other arrangements. I'll spare you the details, but the agent was unhelpful and quite arrogant. She kept saying, "I can't" to everything I was politely asking her to do. All I got was, "I can't." Concerned I would be a no-show for the speech I was to give the next morning I did what I always do in a panic situation. I called my wife Debbie and within a [...]

What a wild few weeks we've had. It seems like the economic bad news just keeps coming. Bank failures, talk of a global recession, the economic bailout (or rescue depending on who you listen to). The whole mess makes you hesitate to pick up the newspaper or turn on CNN. With all of the doom and gloom, it's only natural for employees to worry about their jobs and for business owners to worry about staying in business. But I have another fear that may seem trivial in comparison, but is very legitimate when considering the long-term prospects of any organization. My fear is that companies will panic and cut elements of t [...]

Exhausted from a long day of traveling, I looked forward to a quiet dinner in the lobby restaurant of the hotel where I was staying. I was in Montana for a speaking engagement, and planned to have a quick meal, then return to my room and put the finishing touches on my presentation. Arriving at the restaurant's hostess station, I saw several employees standing around joking with each other (loudly), ignoring the diners, and ignoring me. I stood there for a few minutes and just watched, wondering where the restaurant manager was and why he or she allowed this kind of behavior. As I watched, it slowly dawned on me that [...]

As more products and services become commoditized, one of the remaining ways to differentiate your organization from the competition is to focus on the overall customer experience. Your product offering might be excellent, but so is the product offering of your competitor down the street. I encourage organizations to expand their idea of the product to include the entire customer experience. When you consider everything a customer goes through in order to purchase and use your product, it's apparent that a lot of factors impact the experience - and that impact can be either positive or negative. Consider the " [...]

Recently I spoke at a conference of the Travel Industry Association. I arrived a couple of days into the meeting and noticed a buzz going around about something that happened earlier. I caught snippets of the situation, but got the full story after my speech. During one of the meals on the first day of the conference, an attendee asked a server if he could have a Red Bull energy drink with his meal. It wasn't a typical request, but the server said she would see what she could do. Sure enough, a few minutes later she came back with a covered platter, and with a flourish uncovered the can of Red Bull. Eve [...]

With such news headlines as "Odds of Recession Seen Rising" (Wall Street Journal Online) and "Consumer Crunch: The Day the Spending Stopped" (U.S. News & World Report), it's no wonder that so many executives are wearing long faces. Companies are filing for bankruptcy, or closing their doors completely, at an alarming rate. And many economists predict the trend will continue. Yet despite the doom and gloom, some companies are weathering the storm very well. Indeed, some aren't just surviving, they're thriving. What are the thriving organizations doing that allow them to continue building business [...]

As a customer service speaker and author, I spend most of my time talking or writing about what organizations can do to be better service providers. In this post I thought I'd divert from my usual theme and spend a moment talking about a different, but certainly related subject. Being a better customer. More times than I can count, I've stood in line at a coffee shop, fast food restaurant, or store observing an employee trying to take the order of a customer who is chatting on his or her cell phone. Everything gets slowed down as the customer tries to order and talk on the phone at the same time. The employee often do [...]

Many of you know that JetBlue, the discount airline, recently began charging $7 for pillows and blankets on flights over two hours. While they have received some negative press due to the move, I feel that JetBlue actually implemented the program pretty effectively by connecting the change to increased value. Pretty radical for an airline. Several radio programs have interviewed me on the subject this past week, including the show, "The Small Business Advocate [...]

Yesterday I received an email from an employee of one my clients. The email shares a story of a recent visit to Disney World, comparing the experience to other theme parks. I thought it was a good example of how people make the difference. I'll share the actual email a bit further in this post, but I want to make a couple of comments first. In the case of a theme park, certainly the rides and shows must be great. But that's not enough. There are lots of places with great rides. But if you combine a quality product with great service delivery, you have something special. As you read the story, think about [...]

There I stood at the counter, wondering why the customer service clerk didn't see me. I had the items I wanted to purchase on the counter, I had my wallet out; what I didn't have was the clerk's attention. He was busy filling out a form that I think had something to do with the cash register. I probably could've walked right out the door and he never would've seen me. I can certainly understand the need for employees to fill out paperwork, change the register's cash drawer, or finish processing the previous transaction. All I ask is to be acknowledged with a simple, "I'm so sorry, I'll be right with you," and that it [...]

Assisting an organization with a customer service initiative (or any other organizational development project) can be very rewarding; especially when the leadership team is truly committed to long-term success. When everyone is involved and engaged, amazing results can be achieved. Getting everyone involved, however, can also cause mind-numbing frustration. Anyone who has ever participated on a project team or a steering committee knows that a beast is always there waiting to strike. The beast's name is Project Creep. You know Project Creep has arrived when input from others regarding the initiat [...]

What a difference a caring employee makes. You can observe two employees doing the identical job, but one is creating great customer experiences while the other employee just goes through the motions. A recent client arranged for a Town Car service to take me from the airport to the convention hotel and then back to the airport the next day. It was a fairly long ride, about two hours, but it was through beautiful countryside so I didn't mind. The driver who picked me up at the airport was wonderful. She had a chilled bottle of water waiting in the car along with a fresh copy of the local newspaper and the Wall [...]

This is a follow up to my post this past Monday, "Respecting Those Who Serve Our Customers." In that post, I discussed leadership behaviors that can make employees feel undervalued or "invisible." The very next day the Wall Street Journal printed an article that focuses on a related subject - "Bad Firings Can Hurt a Firm's Reputation." The article discusses the insensitivity with which layoffs and t [...]

The CEO letter at the beginning of almost every company's annual report will include the statement, "Our employees are our most valuable asset." That is a true statement - our employees are the organization's most valuable asset. But just saying it isn't what makes it true. Through their behaviors, leaders must demonstrate that their employees are truly valued. So, here is a pet peeve. I can't stand it when leaders refer to their employees as "headcount." I don't know for sure, but it's likely that the term came from the cattle industry. Headcount = how many of head of cattle o [...]

This is the tenth in a series of ten blog posts that provide a brief synopsis of the chapters in my upcoming book, Lessons From the Mouse - A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life. You can view previous posts from the book by clicking on the Lessons From the Mouse category on the left column of this page. Lesson #10: Take Responsibility for Your Own Career. Walt Disney World is committed to employee development and provides many opportunities for career enrichment or advancement. However, in s [...]

This is the ninth in a series of ten blog posts that provide a brief synopsis of the chapters in my upcoming book, Lessons From the Mouse - A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life. You can view previous posts from the book by clicking on the Lessons From the Mouse category on the left column of this page. Lesson #9: Figure Out What Ticks Off Your Customers - and Do Something About it. While Disney World's mission is to create magic for guests, sometimes less-than-magical events occur. Rain, cl [...]

 This is the eighth in a series of ten blog posts that provide a brief synopsis of the chapters in my upcoming book, Lessons From the Mouse - A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life. You can view previous posts from the book by clicking on the Lessons From the Mouse category on the left column of this page. Lesson #8: Everyone Has a Customer When it comes to internal customer service, Disney World's philosophy is, "Cast members are treated the way they are expected to treat the guests." T [...]

This is the seventh in a series of ten blog posts that provide a brief synopsis of the chapters in my upcoming book, Lessons From the Mouse - A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life. You can view previous posts from the book by clicking on the Lessons From the Mouse category on the left column of this page. Lesson #7: Never Ever Say "That's Not My Job" - Don't Even Think It From the day a Disney cast member joins the organization, it's clear that saying anything remotely close to, "That's not [...]

This is the sixth in a series of ten blog posts that provide a brief synopsis of the chapters in my upcoming book, Lessons From the Mouse - A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life. You can view previous posts from the book by clicking on the Lessons From the Mouse category on the left column of this page. Lesson #6: Pay Attention to the Details - Everything Speaks Disney "Imagineers" go to great effort to design the details that make the Vacation Kingdom a truly magical environment. The goal i [...]

This is the fifth in a series of ten blog posts that provide a brief synopsis of the chapters in my upcoming book, Lessons From the Mouse - A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life. You can view previous posts from the book by clicking on the Lessons From the Mouse category on the left column of this page.  Lesson #5: Don't Be a Customer Service Robot  Most of the jobs at Disney World have certain repetitive tasks, such as telling guests to "watch your head and step" [...]

 This is the fourth in a series of ten blog posts that provide a brief synopsis of the chapters in my upcoming book, Lessons From the Mouse - A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life. You can view previous posts from the book by clicking on the Lessons From the Mouse category on the left column of this page. Lesson #4: Have Fun With the Job (No Matter How Miserable You Feel) Guests will often gush to Disney cast members, "You have the best job in the world! It must be so much fun to w [...]

 This is the third in a series of ten blog posts that provide a brief synopsis of the chapters in my upcoming book, Lessons From the Mouse - A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life. You can view previous posts from the book by clicking on the Lessons From the Mouse category on the left column of this page. Lesson #3: Little Wows Add Up Walt Disney World guests often exclaim, "It seems like Disney employees will do anything to make a guest happy!" And while cast members may sometimes do ex [...]

This is the second in a series of ten blog posts that provide a brief synopsis of the chapters in my upcoming book, Lessons From the Mouse - A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life. You can view previous posts from the book by clicking on the Lessons From the Mouse category on the left column of this page. Lesson #2: What Time is the Three O'clock Parade?Is Not a Stupid Question Every Disney cast member can tell you about funny questions Disney guests ask. How about "Wha [...]

Some of you are aware that I’ve been working on a new book, Lessons From the Mouse, based on my 20-years working at Walt Disney World. The book is due to be published this summer and I’m truly excited about it. It covers the ten key lessons I learned as a Disney cast member and helps readers apply those lessons to their own organizations, careers, and lives. With my next ten blog posts, I’d like to share a synopsis of each lesson that Lessons From the Mouse covers. My hope is that you’ll find these brief descriptions to be beneficial – and I also hope thes [...]

For many organizations, the greatest untapped resource for customer feedback is their call center. The call center handles just about every issue customers experience with your product or service. They handle questions, compliments, complaints, errors, requests, purchases, returns - you get the idea. While there are some companies that truly do mine their call centers for information about customer opinions, most simply track statistics about call volume, length of calls, and issue codes. While these statistics are valuable, they're only the tip of the iceberg. The real value comes from actually li [...]

In my  previous blog post, Why Service Initiatives Often Fail, I emphasized the importance of never tolerating intolerable service in your organization. I also promised to share a 5-step coaching process to help plan and deliver coaching to any employee who is not living up to your organization's service expectations. I want to emphasize the word plan because it is vital to plan each of the steps in advance of the coaching meeting. This post is longer than usual; but I believe the subject is critical for service success and I also know that the 5-Step Coaching Process works. [...]

One of the (if not the) top reasons that I see many customer service initiatives fail to reach their full potential is due to a lack of accountability. Too often managers ignore substandard service performance from an employee (or employees) because the manager is either uncomfortable with confrontation, worried the employee might quit, or they believe they'll handle the problem at performance appraisal time - which is absolutely the worst time to surprise an employee with any performance issue. Another reason I see managers avoid confronting substandard service issues is that they feel the whole c [...]

Starbucks announced last Wednesday that profits for the second quarter fell 28%, blaming the drop on the struggling economy. While I agree that the economy is struggling, I’m not convinced it’s the reason for Starbucks’ current woes. The Starbucks story, of course, is the stuff of legends. Three books about the company have been published in the last twenty-four months alone. I’ve been a fan of the company for years. What they did was to take a commonplace drink, a cup of coffee, and make it something special. I love the quote; “ [...]

In my last post I talked about how to provide good customer service when the customer himself/herself is wrong or makes a mistake. In this post I’d like to focus on what to do when your company screws up. The public is never at a loss for examples of high-profile company screw ups. The one that really hit home for me has been the recent Southwest Airlines debacle regarding maintenance issues. I’m a huge Southwest fan and was disappointed that they compromised their reputation by falsifying records and then trying to cove [...]

Most of us have grown up with the adage, “The customer is always right.” Well, if you’ve been in the real world for any time at all, you know that the customer is often wrong. They didn’t see the sign, read the directions, arrive on time, buy the right part, give the right specifications, etc, etc. Companies screw up often enough, but so do customers. When I was working at Disney World, our philosophy was; “The guest may not always be right, but they will always be our guest.” A Disney colleague, Jim Cunningham, put it better when he said, “The guest may not always be [...]

I was conducting a client service seminar for a law firm recently and one of their attorneys shared a story that illustrates the difference between completing tasks and creating customer experiences. I shared a post about tasks and experiences last week, and this is a perfect example of the concept. At the time of the story, this attorney was working for UPS in their legal office. They were receiving proposals from several law firms for a sizable project, and one of the leading contenders completed a thorough and well-drafted proposal. Wanting to ensure tha [...]

Very few industries have achieved the distinction of being universally despised. The airline industry and a couple of others have come close, but none have succeeded quite like the oil industry. I was watching CNBC this morning and they ran a segment about rising fuel costs. No surprise there since it’s a hot topic right now; but what caught my attention was the news that production is actually being reduced even as we approach increasing demand due to the upcoming Memorial Day holiday and busy summer travel season. The analysts on the program noted that production isn’t being reduced due [...]

At the conclusion of a customer service seminar I recently conducted, a participant asked, “If you could just provide just one suggestion to improve customer service in an organization, what would it be?” I responded with the same answer I would give to any group of CEOs or any group of frontline employees. It’s to move from a task mentality to an experience mentality. Too many organizations and too many employees focus on completing tasks. Although the task may be done correctly, that approach certainly doesn’t create an emotional bond between a cust [...]

A reader recently posted a comment on this blog that said her organization implemented a customer service initiative about a year ago and the executive team was getting anxious for results. Her question was; how long does it take before a company will see the results of a service initiative? Usually a company sees some quick wins early in the initiative as employees are trained on the service principles and possibly implement things right away. True change in a large company (hers is a Fortune 400 company) however, takes 3-5 years. Changing a company’s culture is no small feat – [...]

Robotic customer service drives me crazy. Employees may be saying all the right words but, when those words are delivered robotically, the result is a forced, insincere impression. The message that’s actually communicated is, “my company makes me say these exact words.” I experienced a vivid example of robotic behavior just last week while staying at a nice hotel in Scottsdale, Arizona. The facilities were spotless and the employees all very friendly. However, after any interaction with any of the hotel’s employees, face-to-face or on the phone, the employee always asked, “Is there anythi [...]

In nearly every customer service workshop that I conduct I’ll get at least one participant who will explain to me why such customer service practices won’t work in their industry. They’ll explain how their customers are different and have different expectations than other industries. Sometimes the supposed difference doesn’t involve the industry; they’ll say the principles won’t work in their particular area of the country (or the world). Oftentimes these participants don’t want to discuss the situation, they just want to provide an excuse for not implementing service excellence proce [...]