Dennis Snow
Dennis is a full-time speaker, trainer and consultant who helps organizations achieve goals related to customer service, employee development and leadership. Some of his clients include Huntington Bank, BMW Financial Services, Florida State University and Johns Hopkins Hospital. He is the author of the book, Lessons from the Mouse: A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life.
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...
In one of my customer service workshops not long ago, I shared some of the practices I learned while working at Walt Disney World....
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...
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,...
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...
Have you ever come across a statement or a question that absolutely spun your head around, making you look at things in a brand...
Do little courtesies, like a handwritten note to a customer, really have an impact on customer loyalty? If the product is bad and the...
How many times have you been told by a cable company, delivery service, or appliance repair company that they will be at your home...
I came across the following blog post today. It offers good reminders to leaders who want to improve the level of customer service in...
“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...
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...
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...
For me, college was a long, long time ago. And contrary to what we often tell our children as they head off to the...
Why does JetBlue Airways like to hire flight attendants who are former New York City police officers and fire fighters? A recent Wall Street...
In the spirit of full disclosure, this post is an update of a print article I wrote awhile back. But several experiences recently have...
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...
After a customer service presentation I recently conducted, an attendee wrote to me about a situation that reminded her of my comments regarding attention...
Due to the recession, employee promotions have been few and far between for most organizations. But as things begin to turn, promotions will likely...
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...
When some friends and colleagues encouraged me to write my second book, Lessons From the Mouse, I was scared out of mind. What if...