Posts Tagged With ‘ customer service ’

It’s the age-old mantra: “Provide great service and customers will come.” But is that really true? In this article, we’ll explore why relying solely on great service is actually a trap that could lead to the downfall of your business. Here are 4 Reasons Why Great Service is a Trap That Will Ruin Your Business Great Service is Expected Customers expect a certain level of service when they interact with any business. This means that providing great service is no longer a unique selling point. Rather, it’s become a baseline expectation. If your business is only providing great service,... Continue Reading

When 2 “hospitality guys” get together, there’s bound to be many stories and CS/CX secrets to share. Thanks, Tony Johnson for having me as a guest on your podcast. Click here to listen. Some topics discussed: Be specific with your recognition Leadership isn’t about position, it’s about influence and impact Make sure that you work to train and empower your new managers   The post Leading Teams To Deliver Exceptional CX Podcast appeared first on Steve DiGioia Customer Service Blog. Originally Published on https://stevedigioia.com Continue Reading

Sure. Coming out of the COVID pandemic, many businesses are still having difficulties hiring enough employees to properly service their customers. I understand that. Acknowledge Me Before You Ghost Me. But, if that’s the case, at least find a few seconds to acknowledge the customers who enter your door, regardless of how busy you are. Example: The other day, my family and I entered a restaurant for a late lunch. The restaurant was nothing fancy, your typical “sports bar” type, so of course, I didn’t expect 5-star service. But we heard some good things about the food, so we figured we’ll... Continue Reading

We have a 7:30 dinner reservation at a nice restaurant in Vegas and actually arrive about five minutes early (Yeah CeCe). The hostess (not extremely friendly) takes my name and phone number. Handing me a pager, “this will vibrate when we have your table ready.” “We have a 7:30 reservation and everyone is here, how long do you think it will be?” “I will get back to you shortly.” Wow, that’s irritating! Smiling, I bite my tongue and begin enjoying visiting with CeCe and our friends. [20 minutes later] “What about our table?” CeCe inquires. So here I go back to the friendly host. “I’m... Continue Reading

“So, you’re telling me that THIS customer is more important than all the rest?” And that I should give them preference over everyone else that walks in the door?” Read 3 Reasons Why Successful Teams Earn Your Trust. “But they’re a VIP”, she kept on saying. Now she’s starting to annoy me… I was having a conversation with a few of my old hotel friends and we were discussing some of the silly things that have happened to us over the years. Here’s a story I brought up that happened to me. I’m sitting in our daily staff meeting where we discuss the upcoming banquet events. Each... Continue Reading

Walk into a restaurant, retail store or hotel, and you might encounter a manager who seems to be doing the same tasks as the people he’s managing. Maybe you’re in one of those jobs. A lawsuit by employees against a retail store revealed how meaningless the title of manager can be: the store managers were “stocking shelves, running cash registers, unloading trucks and cleaning parking lots, floors and bathrooms.” Hardly the types of responsibilities that go with overseeing one’s coworkers. The employees were suing for overtime pay under a Depression-era federal law to receive back pay... Continue Reading