Steve DiGioia

5 Things Pro Wrestling Teach Us About Customer Service

Ok, ok, so I’m a wrestling fan. So what? Maybe you are too. There are millions of us. And we watch it every week. I’ve been doing that since I was a teenager. I used to take the train from my home in Brooklyn, NY…

I Talk About People Behind Their Back

I don’t gossip or finger-point. I don’t assign blame or give putdowns. I don’t accuse or assume faults. No, I don’t. But I do talk about people behind their back. I don’t spy on them, but I do pay attention. I see what they’ve been…

Is It Really That Important That I’m Wearing a Name Tag?

There's always that one employee who refuses to follow directions. It seems that no matter how many times you talk to him, he continues to "forget" to do what he's told or at worst, intentionally refuses to do it. So, what do you do with…

Do You Confirm? How Uncertainty Costs You Money

There are 2 kinds of people. One never asks for directions One always asks for directions (or at least is not hesitant to ask) In a past Tips on Thursday newsletter, I wrote about taking the initiative, finding your own course of action, and making…

7 Customer Expectations and Why I Shouldn’t Have to Ask for a Napkin

We all speak about expectations, customer expectations. They can be reasonable or extreme, and sometimes achievable or bizarre. But usually, they are appropriate. As a customer, I expect a basic minimum such as: The product or service should work as e...

Should We Expect WOW Service?

Where do the responsibilities end for a service provider? If they provide the service as requested, should they look for other areas that need improvement too? Is this their job?

10 Actions to Bring Your Team Into Your Confidence Zone

Who cares what your employees say! The opinions of your employees don’t matter. Really. They don’t. You prove this each day by your actions. You continue to leave them in the dark about upc...

Simple Yet Effective Ways to Enhance the Experience of Your Customers

Last weekend, my wife, daughter, and I spent a lovely afternoon at a local farm, which also happened to be hosting a food truck festival at the same time. Of course, we ate too much but at ...

Top 10 Customer Service Acronyms to Use Every Day

Great customer service. That’s what our customers want and that’s what we wish to provide. But it’s difficult remembering all the different steps to take to provide it. Thankfully, many have developed useful acronyms to help. In today’s post, I compile...

At Least Grumpy Old Guys Know What Great Customer Service Is

As I’ve gotten older, I better understand why many “old folks” (speaking from the viewpoint of me as a kid) got so grumpy. They’re tired of dealing with years of B.S. from so many people and have had enough of it. They just want to…

What Does an Allergy Have To Do With Customer Service?

Those of us in the customer service industry focus much on procedures, ease of use, product availability, and the steps of service, to name a few, all in the hopes of providing our customers the best overall experience. When we have these processes dow...

How to Stop Giving Customer Service Like a Useless Scarecrow

The lowly cornfield scarecrow hangs idly in the field while a flock of birds, having long since gotten over their fear of the fake man, eat their share of the surrounding crops. He has failed in his mission. The scarecrow now serves no purpose...

What Can the Mandalorian Teach You About Your Customer Service?

The Mandalorian. The blockbuster hit on the Disney Channel. A keen and faithful observer can see many takeaways that relate to the way we offer service. I’ve already written about Bigfoot Customer Service and Landscaper Customer Service. Those two articles highlight the unique aspects of…

McDonald’s Hot Coffee Case and the Customer Experience

We all know that the coffee McDonald’s sells is too hot to drink when served. If you put it to your lips, you’ll most likely receive a burn that will be far worse than anything most people have ever encountered. So why…Read More » The…

What Does Management Want From You?

Safety, security, and peace of mind. Nice calming words they are. They come with little worries and little stress. Every employee wants this. But what does management want from you? For many in the customer service industry, there is little room for…Read More » The…

Is Your Team Better With or Without You?

There are two viewpoints to take when answering the question; is your team better with or without you. It all depends on what is more important to you as a manager. Let’s break both sides down. Is Your Team Better With You or Without You?…

That Bride’s a B*tch

I can’t tell you how many times I’ve heard those words from one of my wedding coordinators. “She’s so high maintenance”, “She’s nasty”, “She calls me a million times a day, I can’t take it anymore”, or the obvious one – “She…Read More » The…

18 Ways to Stop Chasing Low Price Shoppers

In my recent post, “3 Reasons Why We Let Businesses Take Us For Granted”, I asked these questions, “Do we not value ourselves enough as a customer to expect the best or at least average service? But what about indifferent service? Why is it...

3 Reasons Why We Let Businesses Take Us For Granted

I saw him, I did. He’s in that little hut with his face buried in his cell phone. He saw me drive up; I know he did – he looked right at me. I’m now waiting at the gas pump – it’s…Read More » The…

You’ll Never Improve if You’re Married to Your Ideas

…why some plans fail and 4 methods for continuous improvement. You’ll Never Improve if You’re Married to Your Ideas Throughout my hospitality career, I’ve heard countless managers say, “That’ll be ok, it will work” or “Let’s do it this way, try it.…Read More » The…

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