Posts Tagged With ‘ Steve DiGioia ’

If you’re in a leadership role, you should know by now that your customers are always evaluating your every move. That’s right, your every move. They’re watching your every decision, every action, and every word. And if you’re not careful, they’ll have no qualms about letting you know when you’ve screwed up. Now, you might be thinking, “But I’m the boss! I call the shots around here!” Well, that might be true, but just because you’re in charge doesn’t mean you can rest on your laurels. In fact, it’s quite the opposite. Your position of power comes with a responsibility... Continue Reading

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

An old boss said this to me once. He was pissed at my “continual complaining” about “so many issues”. That was his take on the matter. Mine was different. I was pissed off too. He refused to address the many nagging problems that my team had to deal with every day. Service suffered. Morale suffered. We were refunding money back to customers for mistakes that could have been avoided. My teammates were stressed, and it showed. But he did nothing about it. But he sure was willing to point out the problems when we couldn’t overcome them. Have you ever had a boss like that? I hope not. The... 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

“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

Wrestlers talk about, “knowing their place on the card.” This means that since they’re not the “headliner” or in the main event, they understand that they are a supporting act for the overall benefit of the show. They still have a job to do and must perform well. They must get the audience riled up and engaged in the action. They’ve learned from the veterans. Watched hours of match videos. And tried to be a good “student.” Now they’re ready for their time in the spotlight. Don’t Try to Compete with the Superstar Employee They won’t worry about what the “main eventers”... Continue Reading

Job descriptions expect it. Social media “influencers” claim it. And we listen to those we assume are one. An “expert”. But who is really an expert? What Are the Requirements to be an Expert? Is it someone who has multiple advanced degrees and took place in hundreds of clinical trials but has never worked outside of academia adapting to real-world market conditions? Or someone who has worked “in the field” for a few years but now touts his expertise in books and videos – but seems to talk about the same things over and over again? What about that handyman down the street who seems... Continue Reading

That’s a pretty harsh statement, I know. But hear me out… Chris can’t seem to get along with Susan. Kevin always comes in late. Derrick, well, he’s just a poor performer. And, Donna, seems to make everything about race, harassment, or favoritism. Face it, you’ve got a dismal group of employees. They’re bad and many need to go. So, who is at fault here? I say it’s the manager’s fault. Here’s why. Everything that goes wrong in a company or department is because of management. It’s their fault when employees come in late. It’s their fault when coworkers can’t get along or... Continue Reading

Every business has its underachievers. But today’s post is not about them. It’s about those precious, and few, overachievers. You know, that one or maybe two, star employees who always seem to find a way to prove their value and serve your customers better than anyone could have expected. Let’s talk about how to drop the cute puppy and let your stars shine. A Star Employee Should Shine The customers know them and want to be served by them. They’re remembered for their smiles, their empathetic conversations, and their attention to detail, just as much as the service they provide. Oh, if... Continue Reading