Dennis Snow

How Fast Are You?

A comment I often hear during customer service workshops is: "Customers have gotten so demanding. They expect too much!" I respectfully disagree. I believe that...

Do Standards of Performance Stifle Creativity?

In one of my customer service workshops not long ago, I shared some of the practices I learned while working at Walt Disney World....

Make the Most of a Customer Conflict

I'm not what you'd call a confrontational person. I don't enjoy being involved in conflict, and I get uncomfortable when I see or hear...

Will the Timing Ever Be Right?

Most of us have had an idea for a project that we're passionate about, only to be met with resistance in the form of,...

The Difference Between Good Customer Service and GREAT Customer Service

I’m always looking for the subtleties that differentiate good customer service from great customer service. And the difference usually is subtle. This example highlights...

Be Good FOR Your Customer

Have you ever come across a statement or a question that absolutely spun your head around, making you look at things in a brand...

The Power of a Handwritten Note

Do little courtesies, like a handwritten note to a customer, really have an impact on customer loyalty? If the product is bad and the...

Customer Service Mandate?

How many times have you been told by a cable company, delivery service, or appliance repair company that they will be at your home...

How to Provide Excellent Customer Service – 4 Tips For Employers to Improve Customer...

I came across the following blog post today. It offers good reminders to leaders who want to improve the level of customer service in...

Is Customer Loyalty Dead?

“Customer loyalty is dead. Customers care only about price.” I’m reading and hearing that statement a lot lately, and address it in my latest...

7 Ways to Make Your Customers Feel VALUED

Aren’t you tired of receiving sales and marketing letters that start with, “Dear Valued Customer…”? Most (all) of these letters go on to demonstrate...

It’s the Steak AND the Sizzle

What’s more important to a business’s success; the product (the steak)? or the delivery (the sizzle)? The problem with focusing strictly on the product is...

The Best Career Advice I Ever Received

For me, college was a long, long time ago. And contrary to what we often tell our children as they head off to the...

Right Fit Talent at its Best

Why does JetBlue Airways like to hire flight attendants who are former New York City police officers and fire fighters? A recent Wall Street...

The Frontline Equals the Bottom Line

In the spirit of full disclosure, this post is an update of a print article I wrote awhile back. But several experiences recently have...

Customer Service Wows – It’s About Consistency

Constantly being on the hunt for creating new and better customer service wows is an admirable quality for any organization. But it’s not about...

Duct Tape and Customer Trust

After a customer service presentation I recently conducted, an attendee wrote to me about a situation that reminded her of my comments regarding attention...

Who Should Get Promoted?

Due to the recession, employee promotions have been few and far between for most organizations. But as things begin to turn, promotions will likely...

Storytelling and Leadership – Part 2

In one of last week’s blog posts, I discussed the important role storytelling plays in effective leadership (“Leadership and Storytelling”). I emphasized that stories...

Dennis Snow Blog

When some friends and colleagues encouraged me to write my second book, Lessons From the Mouse, I was scared out of mind. What if...

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