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Steve DiGioia

Steve DiGioia
Steve uses his 20+ years of experience in the hospitality industry to help companies and their employees improve service, increase morale and provide the experience their customers' desire. Author of "Earn More Tips On Your Very Next Shift...Even If You're a Bad Waiter" and named an "ICMI Top 50 Customer Service Thought Leader" and a "Top Customer Service Influencer" by CCW Digital, Steve continues his original customer service, leadership and management-based writings on his popular blog.

What Can the Mandalorian Teach You About Your Customer Service?

The Mandalorian. The blockbuster hit on the Disney Channel. A keen and faithful observer can see many takeaways that relate to the way we offer…

McDonald’s Hot Coffee Case and the Customer Experience

We all know that the coffee McDonald’s sells is too hot to drink when served. If you put it to your lips, you’ll most likely…

What Does Management Want From You?

Safety, security, and peace of mind. Nice calming words they are. They come with little worries and little stress. Every employee wants this. But what…

Is Your Team Better With or Without You?

There are two viewpoints to take when answering the question; is your team better with or without you. It all depends on what is more…

That Bride’s a B*tch

I can’t tell you how many times I’ve heard those words from one of my wedding coordinators. “She’s so high maintenance”, “She’s nasty”, “She calls…

18 Ways to Stop Chasing Low Price Shoppers

In my recent post, “3 Reasons Why We Let Businesses Take Us For Granted”, I asked these questions, “Do we not value ourselves enough as…

3 Reasons Why We Let Businesses Take Us For Granted

I saw him, I did. He’s in that little hut with his face buried in his cell phone. He saw me drive up; I know…

You’ll Never Improve if You’re Married to Your Ideas

…why some plans fail and 4 methods for continuous improvement. You’ll Never Improve if You’re Married to Your Ideas Throughout my hospitality career, I’ve heard…

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…

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…

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…

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…

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…

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…

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…

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…

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…

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…

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…

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…

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