Uplifting Service - Blog

Mushroom Soup and Service Excellence

By

I recently stayed at the Banyan Tree resort in Macau. This was my first time staying with the 5-star Banyan Tree group. All I knew was that the Macau property is a high-rise urban resort in the city with modern living, unlike the other Banyan Tree resorts built with nature-filled living and relaxation. I expected to indulge and be pampered with service excellence – as I would in any other hotel of equal standing.

When I arrived at check-in, the staff member mentioned my name in a tone and style that made me like feel they had been waiting just for me. That felt good, especially after a long flight and drive to reach the destination.

Read More

The Most Popular Blog Posts of the Year (so far…)

By

Here are the Six Most Popular Service Blog Posts of the year (so far). Each provides content and context with tools and tips you can apply right away. Take these now and share them with the leaders in your organization.

Read More

Are Your Managers a Roadblock to Successful Service Education? Ten Tips to Turn Your Managers into Champions

By

Who plays the most powerful role in a successful education implementation? The employees who are learning, the trainer who leads the class, or the manager of the employees?

Over 20 years ago two notable authors – John Newstrom and Mary Broad — published research that is still relevant today. Transfer Of Training: Action-packed Strategies To Ensure High Payoff From Training Investment

For leaders seeking to achieve large-scale service improvement with a powerful education program, this research is critical.

Read More

Have you built a great Course Leadership TEAM?

By

Good Course Leaders know the importance of preparation. Good Course Leaders also know the importance of the application – linking the learning to action, and the action to business impact.

Good Course Leaders take pride in high feedback scores and evaluations. And good Course Leaders also take time, regularly, for self-reflection and “in the mirror” evaluation.

You may be very skillful on your own, but your company’s culture-building program will only be successful if you connect and thrive as a TEAM.

Read More

9 Quick Questions to Improve Your Internal Service

By

Here are 9 quick questions to ask to improve the internal service you provide. These questions are so effective you can use them today and see valuable results tomorrow. In a world filled with online surveys and lengthy questionnaires, this simple questioning process can produce both great ideas and motivate employees in less than 30 minutes.

Read More

3 Simple Steps to Recovering Positive Customer Experience

By

A client recently asked: “When we make a mistake or fall short of a client expectation, how do we go beyond just fixing the problem and recover “the great customer experience” we worked so hard to create?”
This is an important question as clients and customers have a choice of products and services, and an ever increasing voice in the market of social opinions. A successful and creative recovery can be a unique pivot point in a customer relationship, actually building greater loyalty.

Read More

Five Major Mistakes to Avoid in 2014

By

2014 will bring changes, opportunities and dangers for your business. Industries are collapsing, careers are converging, and work is migrating or disappearing altogether. Each of us must orient ourselves in a world of constant disorientation, and find new ways to create value and provide service to others. Make the right choices and next year will be your best year yet. Make these 5 mistakes and things will be more difficult for your business and your life.

Read More

5 Ways to Fail Your Customers with Social Media

By

It is little news that social media interactions drive brand perception, buying decisions, and customer loyalty. What’s big news is how many companies manage their social digital media interactions very poorly. Here are five of the most significant drivers of social media failure. Do any of these apply to you?

Read More

Growing Your Business with Service Recovery

By

No one has a perfect record when it comes to delivering service. You will have unhappy customers, and you will receive complaints. With social networking, viral videos, and bad news traveling fast, one angry customer can leave a lasting stain on your reputation. Your recovery policy and practices should be ready.

1. Get senior management support. Unlike routine aspects of business, service recovery requires acknowledging mistakes and doing whatever it takes to recover. This often means going outside normal procedures, deliberately bending the rules, and possibly spending money in the process. Therefore, this building block needs understanding and encouragement from the top.

Read More

No One Ever Hung A Suggestion Box Hoping It Would Be Ignored

By

It’s true: no one ever hung a suggestion box hoping it would be ignored. But rarely will a mere suggestion box attract a healthy flow of good ideas.

Now imagine a staff suggestion program that captures attention with a different service challenge and a different form of recognition every month:

January: Submit your best ideas for welcoming our new customers. Winners celebrate with dinner for two at a fancy restaurant.

Read More

Contact Us

Thank You For Sharing This Page



Share By Email To:

Your Message:

CAPTCHA Image Change image

Enter the CAPTCHA code.

Share with more people?