Steve DiGioia

Never Underestimate the Potential From These 3 Surprising Sources

Every business has one or more employees that seem to take a back seat to the day-to-day machinations of business. Dutifully they perform as intended and do their best but are not looked at in times of need or expected to do much more....

The Greatest Show on Earth is Still a Memory Maker

...how create the memorable experience that your customer will hold dear and carry for years to come. After 146 years, the show that has created memories for countless children of all ages will finally come to a close. Ringling Bros. and Barnum & Bailey...

Here’s Proof of the Great Zappo’s Service

A week or so ago I was again taking part in my favorite tweet chat, #custserv, hosted by Marsha Collier, Roy Atkinson, Al Hopper and Greg Ortbach that takes place every Tuesday evenings 9pm ET. During the chat I answered a question as you can...

Here’s Why 2017 Might NOT Be The Best For Service

…a tongue-and-cheek look at what customer service might be Year after year we hope service and the customer experience gets better. But great service comes at a cost, a high labor cost that many businesses are not willing or able to pay. So what...

Your Customers Don’t Deserve To Be Treated This Way

…is THIS the best you can do? It was the attitude I disliked the most.  Why do they feel this way?  Where did they get their lack of thoughtfulness?  Why don’t they care about the customer?  These kids have no work ethic anymore, I...

11 Industry Experts Discuss “What’s More Important: Customer First or Profit First?”

Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers. But as time passes many...

5 Ways Apple Proves They Really Care About Customer Service

There’s a reason why Apple is a leader in not only technology but customer service too.  They actually provide the vehicle(s) needed to service their customers’ needs.  It’s not based on what Apple wants but on what their customers’ need. Here’s how I found...

8 Ways Great Service is Just as Special as Your BFF

As a kid growing up in Brooklyn New York I spent countless hours with my best friend.  We were neighbors and always together.  Whether going to the movies, playing ball or doing other “kid stuff”, we had great times together. Moving forward many years I...

Surprises Await When You Pretend To Be Your Own Customer

...how else will you REALLY know what's going on? Stop complaining about your customers. “They’re too demanding; always have something negative to say and they look for discounts”.  Well, have you ever tried to be your own customer? According to an American Express 2011 Survey,...

Change Agent or King of Status Quo? Which Are You?

Aren’t you tired of hearing customers complain?  Tired of low productivity and high payroll costs? Tired of watching your service scores fall month after month?  What are you doing about it?  Are you a change agent or the king of status quo? A successful business...

Outsmart Your Competition With These 3 Essential Skills

Big Frankie comes into your restaurant.  You know the type, big guy, hands like a baseball mitt, a loud voice and brags about almost everything.  Big Frankie is always the star of the show wherever he goes and wants you to know it. Tonight he...

7 Guaranteed Ways to Lose a Customer

...because my loyalty does have limits You failed them again.  Be honest – face the facts!  You worked hard for years to build a loyal customer base and now look at you.  Your customers are leaving in droves.  What happened? Sales are down, bills now...

I’m a Waiter, Not a Salesman!

Customers appreciate your positive attitude. They prefer to buy from those they like and those that have their best interest at heart. Here’s a post adapted from my book that shows it works in the restaurant industry. Assume the sale. This is one of those...

3 Free Sure-Fire Tips That Revive The Customer Experience

Don’t hard-sell me.  I don’t like it and I promise you won’t change my mind. Touting the benefits of a product/service over my objections does nothing to sway me.  All it does is want me to leave the item at your register and walk...

Why Mom Was Right About Anticipatory Service

Ever have a customer come into your business and later ask you about where they can find something at a neighboring business? Do you say “I don’t know, I’m not from around here?”  Not exactly anticipatory service, huh? Here’s the scenario: While waiting in line…

5 Proven Ways Women Are Better At Customer Service

...let’s look at the facts I know this may cost me my “man card” but there is no way a man can compete with a woman when it comes to providing great customer service, period! We’ve all read books about how to provide great customer...

Because We Were Willing to Build a Business Back Then

I remember the local hardware store when I was a kid.  It was owned by a wonderful man that would go out of his way to assist you with finding anything in the store as well as provide you with general fix-it knowledge.  He...

Your Hotel SHOULD Sweat the Little Things

A recent overnight hotel stay proved to me that just because one aspect of a business runs well doesn’t mean that all the others do too. Hotel franchisees must follow strict adherence to marketing, branding, RevPar, etc. all with the intent of satisfying the “flag...

Encouragement = the “Miracle Grow” of Employee Morale

Complaint after complaint is heard about today’s workforce; they are lazy, spend too much time on social media while on-the-job and they have no work ethic.  Employee morale is at an all-time low. True or not, it is a fact of business.  Today’s employees; regardless...

It’s The Little Things That Make a Difference – Part 2

In a previous article I wrote about how small, seemingly insignificant comments & actions can make a difference toward creating a positive customer experience.  In that case, it was just a few pleasant words from a new gas station attendant that started my day...

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