Steve DiGioia
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. They’re watching your every decision, every action, and every word. And if you’re not careful, they’ll have...
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 great service is actually a trap that could lead to the downfall of your business. Here are 4 Reason...
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 matter. Mine was different. I was pissed off too. He refused to address the many nagging problems that my team…
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 walks in the door?” Read 3 Reasons Why Successful Teams Earn Your Trust. “But they’re a VIP”, she kept on…
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 maintained in every venue? Well, if you’re the Ritz Carlton or McDonald’s, you can. (NOTE: McDonald’s has regional variations in…
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…