Steve DiGioia

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 doors would shut, windows would be boarded-up and the suppliers clamoring for payment. So how can we complain for...

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 completed their job fair and had their newest set of fresh-faced recruits all ready for work; they just needed to...

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 are formal and professional, some are relaxed and carefree, and some are "by-the-book", not showing much emotion. But most...

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 driven like no other and was on a fast track to promotion after promotion? We all knew he would...

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 put them through your usual training program and now they are "on the floor" working on their own. A...

The Five Best Ways to Deal With An Upset Customer

Regardless of your business there will be the inevitable situation where a customer is dissatisfied with your product or service. It is a situation we never want to deal with but know we must. "There is a lady out front that is...

Gain The Respect Of Your Team By Being Wrong

As a manager, supervisor or leader of a team or department, we are always right. We always make the correct decisions, we always lead the team in the right direction, and we are the most qualified persons with all the answers. How...

5 Phrases That Should Never Be Used in the Customer Service Business

"Customer Service" is a term that too frequently is used as a catch-all for the experience received or given in today's business world. But what customer service is to me may be different from what it is to you and what you expect,...

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