Steve DiGioia

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…

5 Ways Successful Businesses Do More With Less

With all the daily pressures of controlling costs, especially payroll, how can we still be successful, and provide the highest level of service to our customers, even with a smaller workforce? Here are a few ideas. Proper Training The days of “ensuring...

The 5 Things You Need to Know About Great Service

While celebrating my daughter’s 20th birthday at a local steak restaurant – yes, the chicken finger & fries meals are a thing of the past, I was reminded that great service and experience doesn’t happen by accident. There must be a series of steps ...

Weak Leaders Want to be in Everyone’s Business

I once worked for a boss who led through intimidation. Whenever there was an issue to resolve he would say “Send (name) an email about it and “CC” me”. Don’t you hate it when weak leaders want to be in everyone’s business? He thought that,…

Why Are You Hating on Your Customer So Much?

My ham and cheese omelet was delicious, cooked perfectly and piping hot. Bite after bite I tore into the food while thinking of what lies ahead for my day. Another swallow to savor then I heard it… “I can’t take these people, I hate customers!”.…

17 Ways to Tell if Customer Service is Your Purpose in Life

This original article was written by Steve DiGioia. Our “purpose” is the thing, item, or person we keep coming back to even after we’ve lost our way. Through good times and bad, we find ourselves surrounded by thoughts of what makes us feel good, feel…

Where Does the Next Customer Service Superstar Come From?

Here are two questions for you. 1) Where does an employee receive the necessary skill set to become a customer service superstar? 2) How can we identify the needed traits of a potentially great service provider? I was thinking back to my daughter’s hig...

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