Steve Curtin
Steve Curtin
Steve Curtin is the author of Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary. He wrote the book to address the following observation: While employees consistently execute mandatory job functions for which they are paid, they inconsistently demonstrate voluntary customer service behaviors for which there is little or no additional cost to their employers. After a 20-year career with Marriott International, Steve now devotes his time to speaking, consulting, and writing on the topic of extraordinary customer service.
Hire for cultural fit
A company’s culture is the byproduct of the collective actions, behaviors, and decision-making of its employees. And employees’ actions, behaviors, and decisions are informed by…
Repetition, action, and accomplishment
Most sophisticated organizations have articulated a corporate mission, vision, or purpose statement and a set of core values. If you work for yourself or...
Create Alignment Through Constancy of Purpose
Earlier this year, at a live management training event for a sophisticated multi-billion-dollar global company, I posed the following instructions in succession:“Raise your hand if…
Two types of KPIs
When you think about Key Performance Indicators (KPIs), what comes to mind? If you’re like most people, you think of metrics that matter to your…
Connect every job role to purpose
Recently, I was a guest on a podcast with Wanda Wallace. She posed some great questions, including one about how to connect every job role,…
Purpose-driven leaders are on a quest
For decades, leadership luminaries such as Abraham Zaleznik and John Kotter have examined the differences between managers and leaders. Managers were labeled with terms like…
What is My Team’s Aspirational Goal?
This is the final article in a 4-article series that explores each of the Four Questions leaders must ask to reveal the total job role…
What purposeful actions and behaviors do I exhibit at work?
This is the third article in a 4-article series that explores each of the Four Questions leaders must ask to reveal the total job role…
What values guide my actions and behaviors at work?
This is the second article in a 4-article series that explores each of the Four Questions leaders must ask to reveal the total job role…
What is my purpose at work?
This is the first article in a 4-article series that explores each of the Four Questions leaders must ask to reveal the total job role…
Don’t conflate ESG, CSR, or DEI programs with organizational purpose
In the 21st century, there is an expectation that corporations, once aloof from societal issues, take a stand on matters that are relevant to their…
Increase your customer service strength
I recently received a delivery of a weightlifting system by a local fitness equipment company. I met the delivery truck in my driveway and gave…
While problems may be beyond your control, problem resolution is not
On February 27 of this year, I placed an online order for a Husky 52” mobile workbench from The Home Depot. I chose to have…
What pandemic?
Over the holidays my wife and I dined at two steakhouses in the Denver area. Due to Covid-19 restrictions, we were not allowed to dine…
Tampering masks true performance
Last week, I placed an order for a case of wine that shipped via FedEx Home Delivery® on Nov. 25th. On Nov. 28th I received…
Chat gone wrong
Imagine paying $216 per year for the privilege of receiving your monthly invoice at the correct address. In order to change the billing address on…
Interpreting the Voice of the Customer
Voice of the Customer (VoC) is how companies hear, listen to, and respond to customer feedback about their brand, products, and services. This data comes…
Three simple ways to improve CX
There is a lot of talk about voice of the customer (VoC) in customer experience (CX) circles. Most of it has to do with sifting…
Customer service in the wake of COVID-19
Last Friday, I had my teeth cleaned after my dentist’s office reopened as COVID-19 restrictions relaxed in my area. As expected, new protocols were in…
In times of crisis, reaffirm your purpose
I suddenly have a lot more time on my hands. It’s made me think about how, as a customer service consultant, I can offer value…