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Steve DiGioia

Steve DiGioia
Steve uses his 20+ years of experience in the hospitality industry to help companies and their employees improve service, increase morale and provide the experience their customers' desire. Author of "Earn More Tips On Your Very Next Shift...Even If You're a Bad Waiter" and named an "ICMI Top 50 Customer Service Thought Leader" and a "Top Customer Service Influencer" by CCW Digital, Steve continues his original customer service, leadership and management-based writings on his popular blog.

Money Down the Drain: Is It Worth Training These Employees?

Imagine this: you work tirelessly for weeks on end to train a new employee, pouring all your knowledge and expertise into them. You watch them…

18 Ways to Make Your Customers Feel Loved and Appreciated

We have studied ways to best serve our customers ad nauseam. We use numerous metrics to gauge customer sentiments. We sit through seminar after seminar…

The Power of a Customer’s Name: 5 Ways to Use It to Your Advantage

Using a customer’s name is a simple yet powerful way to improve their experience with your business. It’s an effective way to make them...

Why Customer Satisfaction Looks at Management’s Every Move

If you’re in a leadership role, you should know by now that your customers are always evaluating your every move. That’s right, your every move.…

Why Great Service is a Trap That Will Ruin Your Business

It’s the age-old mantra: “Provide great service and customers will come.” But is that really true? In this article, we’ll explore why relying solely on…

Why Don’t You Come to Me with Solutions Instead?

An old boss said this to me once. He was pissed at my “continual complaining” about “so many issues”. That was his take on the…

3 Reasons Why Successful Teams Earn Your Trust

“So, you’re telling me that THIS customer is more important than all the rest?” And that I should give them preference over everyone else that…

10 Smart Ways to Cater to Your Local Customers

You may work for a giant worldwide conglomerate that maintains a core set of values, standards, and practices, but can each of these standards be…

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…

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…

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…

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…

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…

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…

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…

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…

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…

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…

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…

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...

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