Steve DiGioia

One Word That Will Improve The Customer Experience

Too many people that are in the position to “greet” people never actually do that.  They may say hi or hello but that’s nothing more than an acknowledgement that someone has entered your space.  That’s it! Our customers wish to be part of a team...

Your Customer Doesn’t Care About You and How To Fix That

Life has a funny way of throwing us curve balls.  Things never seem to go as planned or as we hoped.  It’s understandable that we would become discouraged or upset when this happens and take our problems to work. “I’m going to speak with Sheila...

Here’s How to Stop The TripAdvisor Blackmail

What do you do when someone threatens you with “TripAdvisor Blackmail” by posting a very negative review if you don’t give into their demands, even if they are unreasonable?  Even if “the customer is wrong”? Let’s take a step back for a moment… A recent…

What Was The Last WOW Customer Service Experience You Received?

For me it happened about 4 years ago when I got a  few days off and took my family to Hershey Park in Pennsylvania. We haven’t been there since my kids were little and now it’s time for THEM to drag ME on to...

Being a Member Doesn’t Mean You Can Do Anything You Want

American Express touts the benefits of being a member. So too does AARP, Costco, most museums and any of the thousands of “membership clubs” whether public or private. But does this give the member free reign to do as he or she pleases? Of course...

6 Customer Service Facts for Every Business

The world of business is fraught with a myriad of theories, quotes and snippets of information all designed to help wide-eyed junior entrepreneurs become successful. Then there are the wise sages who are paid handsomely to bestow others with their experience and long-held beliefs. After…

And Then She Says…Are We Bagging Today?

Was it her style, flair, mannerism or just her own way of interacting with others that made her unique, or caught you off guard? But what happens when her “style” is not appropriate for the situation?  What do we say? In my case it was...

10 Questions You’re Afraid to Ask Your Employees – Part 1

Rose-colored glasses. Yes, that what they’re called.  I had mine on…bet you did too.  I knew I was a still just a junior manager but I walked around like the king. I was the newest big shot. Got things done, yes, that was me! Boss...

We’ve Always Done It This Way…

Something happened the other day that reminded me of a time when I was still new in this business. Yes, I didn’t have the 25+ years of experience as I do now but I still had enough under my belt to know what was...

Here’s Why You Shouldn’t Let Your Employees Use Facebook

Have you ever thought how much damage one employee can do to your business? Should they be banned from posting on Facebook?  If you don’t believe so read on, you may change your mind. I have always prided myself with having a department staffed with...

They’re Watching You…Are You Ready?

...and they're watching your employees too! Sitting on that park bench on Sunday afternoon, what are you doing? Reading a book, feeding the birds, eating lunch, talking with a friend or loved one? Or maybe you’re just “people-watching”. We do it all the time. The…

Can Great Customer Service Make Shopping Fun?

Shopping; a necessary evil.  Inattentive sales people, long lines, poor service, messy stores, high prices, etc.  Retail sales people of today no longer know what customer service is.  Most people don’t enjoy shopping, we wonder why.  I’m no different. For me, buying a suit isn’t...

Do You Focus on Fluff or the Things Your Customers Care About?

I thought my new sweater was “the cat’s meow”, ‘da bomb. Look at me all!  I was struttin’ my stuff as I walked to school. High school was finally cool. I was cool. Well, not really. I was never the cool kid, mostly a band...

3 Things I Learned About Customer Service by Being a Plumber First

...all those cuts and scrapes were worth it in the end I once read that if you can’t learn something new each day then it doesn’t make sense to even get out of bed. Well that may be a little harsh but there is...

Here’s Why Sales Always Fights With Operations

When I previously posted this article on one of the hospitality websites last year I got a lot of grief from those in the “sales” side of the business.  They thought I was being too harsh and putting the blame on them for all...

Big or Small Customers, Which is More Important?

We must nurture each customer as we do each flower in our garden.  Yes, there are the larger and more colorful flowers that immediately capture our attention but never underestimate the small delicate flowers (our smaller customers) that are sprinkled throughout the bed. They too...

Here’s How to Keep Customers Coming Back for More

A long-term repeat customer is the goal of every business, one who continues to purchase from you time and time again. But what is it that keeps them coming back? Is it low prices, a continual stream of coupons, loyalty programs, or late night operating...

I Don’t Care if it’s Against Company Policy

Have you ever walked into a store or been a guest at a hotel and had a problem that was “out of the ordinary”?  Of course you have, it has happened to many of us.  It may be that the store “sale” was over...

The Dreaded Wedding Breakfast and How to Nickel and Dime a Customer

The wonderful world of weddings. You book the event and promise the “perfect wedding”. The birds will sing, the flowers will bloom and the rainbow will shine in all its glorious colors. Well at least that’s the plan… The wedding night finally comes and guess...

Would You Do THIS For Your Customer?

When I was just a young lad I remember when my mother bought her first car, a 1970 Ford Maverick. It was white with a red plaid “Landau” roof; just a fancy term for a car roof style with a layer of vinyl.Note: Remember...

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