Blog Posts

8 Customer Service Tips Every Employee Should Know

customer service tips

Anyone who has ever worked directly with customers or clients knows that at times, people can be very demanding, ornery, and sometimes, downright nasty in their hostility.  Employees often bear the brunt of customers’ anger about the company’s policies, or problems that they personally had nothing to do with.  Despite this already challenging work environment, customer-facing roles demand that employees also act as public relations ambassadors, since their behavior often determines how other people view the company brand. So whether you are an account manager, cashier, department manager, or healthcare worker, here are 8 great customer service tips ...

The Sweet Gift Of Employee Engagement And Strategic Brand Promotion

sugarhouse casino

On the heels of conducting a motivational keynote speech for a client in Las Vegas, one of the key executives sent me the most unique post-event thank you gift. The gift so resonated with me since it leveraged three of the most impactful drivers of both employee engagement and brand promotion and recognition. First, I’ll share the gift with you and then I’ll highlight the drivers it leveraged, such that you and your team can use them to make a difference for your employees and customers. The gift was from Wendy Hamilton, the General Manager of SugarHouse Casino in Philadelphia, ...

The 7 Deadly Sins of Customer Engagement

Customer Engagement

As an entrepreneur, I have always admired companies whose innovation creates wonderful industry disruption. Take Uber, for example, which has completely turned the taxi industry on its head. Despite their innovation and resourcefulness, entrepreneurial organizations can also fall victim to the 7 Deadly Sins of Customer Engagement, as did Uber with my recent experiences. UberX is the least expensive option for Uber transportation and the most popular, but there are other types of Uber vehicles too, such as luxury cars and large SUVs. As Uber rolls out other options, the app makes it easy to accidentally order a more expensive ...

Employee Engagement at the DMV

Morgan with Driver's Permit

The other day my 15-year old daughter Morgan asked me excitedly, “Dad, can you take me to the DMV to get my driver’s permit?” On the way there, I told her that, without a doubt, this would be her most exciting visit to the Department of Motor Vehicles (DMV), and that it would “all go downhill from here.” I shared my impression of the DMV, which consisted of waiting in long lines, following bureaucratic rules, and experiencing a fair amount of confusion in what you need to do or bring to get the documents you need. This was ...