Steve DiGioia

Every Great Leader Has an Experience Book. Do You?

The actions of leaders should focus on common-sense decisions. A good “business-sense”, extensive life experience, having a good judge of character, and the ability to see-through-the-fog towards the intended goal will help most people make...

Keep Moving Forward Through These Difficult Times

…my thoughts on the Coronavirus and what comes next. Because of the Coronavirus, I think I should stop writing, at least for a while until the world gets back to normal. It seems like the logical thing to do. So many others…Read More » The…

23 Service Improvement Tactics That Work (Number 4 Is My Favorite)

Reevaluation. It’s a tried and true method to improve your customer service. But how many use this often enough to benefit from its findings? Good question. Sure, each business is different and with specific challenges to be addressed, so the important thing…Read More » The…

Bigfoot Customer Service. What Is It and Why Are You Still Giving It?

Bigfoot. The elusive missing link between humans and apes. But what does he have to do with customer service?  Well, plenty. There are many similarities between the creature and the service many of us dish-out to our customers. That’s why I call…Read More »

Which 5 Traits Would You Choose to Build the Ideal Customer Service Agent?

We scour resume after resume in search of the best candidate. But, as a service provider, we never truly know the applicant’s skill set until they’re hired and in contact with your precious customers. Sometimes we’re lucky and hire a gem wh...

How to Be a Better Retail Customer During the Holidays

The “holidays” are everyone’s favorite time of year. Time to share a meal with great company, whether family, friends, or coworkers. It’s a happy, festive time for all. But, is it? Those working in the retail industry may have a different t...

3 Ways Some Customers Are Like the Dreaded New Driver

...they think they know what they want but too many choices spoil their shopping experience.. Your eyes were bugged-eyed open, and they darted back and forth hoping to see everything (but they never did). Sweat started, a little at first, then it seemed to flow…

Where is the Line Between Forgetfulness and Great Service?

Great service is comprised of many parts and each must be present to create the experience every customer desires. Let’s briefly discuss each one of my top 8 until we get to “memory”. I know you’ll agree with me that it should be near the…

Customer Feedback is a Gift Your Business Can’t Live Without

…plus, 8 sample questions to ask to gather timely and actionable feedback.. If you’re having a bad experience in a restaurant and decide to never return, do you tell the manager? Or do you just leave and commit to never going back? If your clothes…

8 Reasons Why Customer Service Will Never Be Perfect

Stop, just stop it. You’re not perfect and neither are the people you have working for you. And don’t even get me started about how “perfect” your business is. So, you must realize that your customer service will never be perfect either. Agreed? Good, now…

This is How You Can Tell You’re a Customer Service Professional

In celebration of Customer Service Week (October 7-11, 2019), this post focuses on the customer service professionals who make it all possible. Many hold the title but never seem to accomplish the task. Some tout the certification letters after their n...

Can You Feel It?

It’s there, just like a shadow. You can’t touch it, but you know it’s there. It’s a feeling. A feeling that all your efforts are finally paying off. Can you feel it? A feeling that you’ve turned the corner. Now your team has started to…

But Does She Have Customer Service Skills?

...a fancy resume is just not enough.. This is it. This is the one. We’ve finally found someone with a good resume, hot damn. Look at it! Let’s call her up for an interview. Then someone says, Wait, does she have customer service skills? What…

I’m Sorry, We’re a Little Short-Handed Today

I went to my local Petco store last week to buy a few more guppies for my fish tank. I got this tank for my kids a few years ago but they never bothered to look at the tank and I don’t think they’ve ever…

The Best Companies Do This Even When They Don’t Have To

...it's one of the reasons why consumers maintain loyalty. Buffer, one of the industry-leading apps used to schedule and share content on social media, recently had a “bug” that affected 0.00599% of Buffer users (467 out of 7,800,000). A pretty small number if you asked…

Successful Managers Are Not Afraid to Discipline Employees

…plus 6 ways to make sure you don't have to!. Today’s post is on a topic that many don’t want to talk about, let alone do; disciplining an employee. The problem is that most managers are afraid to discipline employees. We must get over this.…

Can You Make Your Job a Time Free Zone?

I just read an article about a tiny island named Sommarøy, whose residents are hoping to free themselves from the tyranny of the clock by declaring the small Norwegian island the world’s first time-free zone. “All over the world, people are characteriz...

33 Ways the Boy Scouts Can Improve Your Customer Service

Be prepared; that’s their motto. Be prepared with a rope when you’re hiking, or with a first aid kit and canteen when out in the woods. That’s the stuff they taught us when I was a scout many years ago. But their motto really stands…

You Need These 9.5 Skills to be Friendly Enough for the Customer Service Industry

I watched her smile at everyone who passed her. Her gaze fell naturally on each person and she took the time to acknowledge the children. Waves, “high-fives” and plenty of thank-yous always seem to be around her. No wonder why the customers love her. How…

3 Ways to Serve a Customer Even When We’re Not at Our Best

As I lay in bed, coughing and sneezing from a cold, dreading even going to the kitchen for a glass of water because of aches and pains from my unseen tormentor, I’m comforted knowing, “boy, I’m sure glad I didn’t have to go to work…

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