Steve DiGioia

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…

Every Great Leader Has an Experience Book. Do You?

The actions of leaders should focus on common-sense decisions. A good “business-sense”, extensive life experience, having a good judge of character, and the ability to see-through-the-fog towards the intended goal will help most people make...

Keep Moving Forward Through These Difficult Times

…my thoughts on the Coronavirus and what comes next. Because of the Coronavirus, I think I should stop writing, at least for a while until the world gets back to normal. It seems like the logical thing to do. So many others…Read More » The…

23 Service Improvement Tactics That Work (Number 4 Is My Favorite)

Reevaluation. It’s a tried and true method to improve your customer service. But how many use this often enough to benefit from its findings? Good question. Sure, each business is different and with specific challenges to be addressed, so the important thing…Read More » The…

Bigfoot Customer Service. What Is It and Why Are You Still Giving It?

Bigfoot. The elusive missing link between humans and apes. But what does he have to do with customer service?  Well, plenty. There are many similarities between the creature and the service many of us dish-out to our customers. That’s why I call…Read More »

Which 5 Traits Would You Choose to Build the Ideal Customer Service Agent?

We scour resume after resume in search of the best candidate. But, as a service provider, we never truly know the applicant’s skill set until they’re hired and in contact with your precious customers. Sometimes we’re lucky and hire a gem wh...

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