Steve DiGioia

Do You Have a Mrs. Not-Helpful Working for You?

We know what we look like. We see ourselves each day, from the bathroom mirror while brushing our teeth, to combing our hair, to one last look at how our clothes fit before we rush out the door to work. But is...

Which of These 2 Restaurants Would You Choose?

Why do we go out to eat? Just to fill our stomachs, or to fill our stomachs and to be taken care of, to be catered to? We can get food anywhere but why do we go to a specific restaurant? Or a specific business,...

Hey Work…Don’t Call Me At Home On My Day Off

I work way too hard, for way too many hours a day, and have given up enough holidays and special events all for the sake of my job. So I’ll be dammed if I have to take a phone call from work on my day...

Are You The Go-To Guy?

Every office has a “Go To Guy”. You know the type, the one guy in the office that always has his projects completed ahead of time, always has the answer to the problem, and always is looked to in time of need.  A leader. How…

The Secret Customer Service Trick One Landscaper Used To Get My Business

Finding a landscaper to plant some shrubs and flowers in front of your home should be an easy task. One landscaper is pretty much the same as another? Or are they? What makes one landscaper better than another? What is the secret customer service trick?…

I Finally Got a Smile From My Gas Station Attendant

For the past year or so, I have been going to the same gas station while on my way to work. It’s convenient, fast and the price is right, well if a low price is even possible in today’s economy. The usual...

The Granny Food Thief Strikes Again

Something happened the other day that reminded me of this old lady, I'll call her "Granny Food Thief". Many years ago, while working at another hotel, there was this sweet little old lady that would constantly crash the cocktail hours for the business events. ...

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

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 something to this statement. In all our interactions with others, with all...

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…

Speak to Me as a Person and Don’t Read a Script

They must recite a script written by someone that sits in an office far removed from the customer or by a development team that has never been "on the front lines" with the guest. They think they know better...but do they?Too much money and resources...

What Has Our Restaurant Dining Experience Turned Into?

Being in the hospitality business for over 25 years, I have seen some of the best and worst at their trade. From the hardworking, studious college kid that was very driven and worked as a waiter 6-days a week to put himself through school;...

The Implication of Correctness

One of the dilemmas a business must face is the “implication of correctness".  With this comes the trust of the people, whether warranted or not. Business owners are put into a position where they are looked at as being right or correct and endowed...

How Good Service In a Restaurant Affects Your Family Budget

You know the drill…money is tight so your spouse tells you to not spend too much money. So you start ‘brown-bagging-it” to work. You feel a little foolish, maybe a little humiliated, that you’re forced to do this but you have no...

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

By Steve DiGioiaHave 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...

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...

5 MORE Phrases That Should Never Be Used In The Customer Service Business

I was always taught that customer service = the "cheerful giving of attention". I doubt that these next 5 phrases will make any customer very cheerful. “We’re Real Busy Today” As a customer, do we care if the business is busy? Yes, we want the...

Do You Have a Failure to Communicate?

“I didn’t know about that”, "why isn’t there enough staff working today to take care of this rush?”, “she never said anything about it” or “why didn’t they tell me to do it that way?”How many times have you heard comments like these from...

Don’t Let Your Employees Use Facebook, They Will Kill Your Business

Have you ever thought how much damage one employee can do to your business? If not, read on…We all know the power that “social media” sites like Facebook, Twitter, Snapchat, Pinterest, etc. have on the youth of America.  And we all have heard and...

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

by Steve DiGioia 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. So the wedding night…

We’ve Always Done It That Way

We've Always Done It That Way That's one of the worst things a waiter can say to me. 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...

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