Now, more than ever before, you need to ensure every customer remains a happy customer, even when there is a problem. How your staff deal with problems and complaints will determine if that customer will return, buy more and/or tell others about their experience. My...
Grow Your Key Talent Blog
Do your staff follow through on your advertisements’ promise of superior service?
Companies can pay millions of dollars in advertising their superior service. But if their staff doesn't actually deliver that service, all that advertising does is set up expectations that aren't met, then you get unhappy customers. I was excited about flying Emirates...
Is every staff person a salesperson?
In this economy, every employee must become a salesperson. You can't afford to have anyone on staff who isn't doing some marketing effort. You may think that accounting, HR, facilities, and other support staff are immune from cementing relationships with customers,...
Is training punishment for your people?
Last summer, I read an article that stuck in my memory. It was about US Airways pilots who, because of the increase in fuel prices, were forced to take fuel-management courses if they ordered an extra few minutes of fuel for their flights. One former Continental pilot...
Service secrets from the world’s most luxurious hotel
What makes a hotel 7-star? How do the hire and train staff to ensure service literally fit for kings? Dubai's world-famous Burj Al Arab hotel holds the answers. Our guide, the gracious and delightful Jonathan Evans, Manager of Learning and Development, took...
How to keep developing your key talent even when budgets are slashed
Stellar employees highly value enhancing their skills. Studies show that professional development is a key factor in attracting and retaining top talent. So what do you do if your professional development budget is slashed? You get creative. And we'll help. We've...
Customs officers should learn the custom of respect
Their job is to prevent any contraband from entering the US. But did these Customs officials have to be so darned surly in the process? Some enforcement officers believe that they need to be human pit bulls and project an air that would have scofflaws cower. I beg to...
Management makes right decision
My friend and I had looked forward to this catch-up lunch. The restaurant was busy even though it was only 11:30. Upon sitting down, I informed our server I wanted to buy one of their special "free pizza with gift card" deals. I gave her my credit card and she said...
Bike shop spins customer loyalty
The guys at Willow Glen Bicycles in San Jose keep knocking my socks off with their service! Dick and his crew are the kindest, most generous and knowledgeable bike staff around. I’ve watched them take care of the most proficient cyclist with thousand-dollar bikes to...