Steve DiGioia

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,...

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...

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...

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...

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...

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,...

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...

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....

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...

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...

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...

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”...

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...

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...

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...

How The Tire Shop Lost a Customer, Me!

It was a busy day, yes it was, but isn't this what every business longs for? If not for the busy days, the...

Can Seasonal Employees Still Deliver Great Customer Service?

Recently I was asked to teach a customer service training class for the new hires of a ski resort. The seasonal resort just...

Then The Waitress Says…”Are We Bagging Today?”

Every server in the restaurant business has their own style, their own manner, and their own way of interacting with their customers. Some...

6 Reasons Why Senior Managers Get So Soft

Remember that guy you used to work with years ago, the one that was always "burning the midnight oil", and the one that was...

How Do We Monitor Our Hotel Staff?

You have hired a few new employees; whether they were a waiter, bartender, front desk agent, cook, etc., so what is next? You...

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