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.
Your Customer Doesn’t Care About You and How To Fix That
Life has a funny way of throwing us curve balls. Things never seem to go as planned or as we hoped. It’s understandable that...
Here’s How to Stop The TripAdvisor Blackmail
What do you do when someone threatens you with “TripAdvisor Blackmail” by posting a very negative review if you don’t give into their demands,...
What Was The Last WOW Customer Service Experience You Received?
For me it happened about 4 years ago when I got a few days off and took my family to Hershey Park in Pennsylvania....
Being a Member Doesn’t Mean You Can Do Anything You Want
American Express touts the benefits of being a member. So too does AARP, Costco, most museums and any of the thousands of “membership clubs”...
6 Customer Service Facts for Every Business
The world of business is fraught with a myriad of theories, quotes and snippets of information all designed to help wide-eyed junior entrepreneurs become...
And Then She Says…Are We Bagging Today?
Was it her style, flair, mannerism or just her own way of interacting with others that made her unique, or caught you off guard?...
10 Questions You’re Afraid to Ask Your Employees – Part 1
Rose-colored glasses. Yes, that what they’re called. I had mine on…bet you did too. I knew I was a still just a junior manager...
We’ve Always Done It This Way…
Something happened the other day that reminded me of a time when I was still new in this business. Yes, I didn’t have the...
Here’s Why You Shouldn’t Let Your Employees Use Facebook
Have you ever thought how much damage one employee can do to your business? Should they be banned from posting on Facebook? If you...
They’re Watching You…Are You Ready?
...and they're watching your employees too! Sitting on that park bench on Sunday afternoon, what are you doing? Reading a book, feeding the birds, eating...
Can Great Customer Service Make Shopping Fun?
Shopping; a necessary evil. Inattentive sales people, long lines, poor service, messy stores, high prices, etc. Retail sales people of today no longer know...
Do You Focus on Fluff or the Things Your Customers Care About?
I thought my new sweater was “the cat’s meow”, ‘da bomb. Look at me all! I was struttin’ my stuff as I walked to...
3 Things I Learned About Customer Service by Being a Plumber First
...all those cuts and scrapes were worth it in the end I once read that if you can’t learn something new each day then...
Here’s Why Sales Always Fights With Operations
When I previously posted this article on one of the hospitality websites last year I got a lot of grief from those in the...
Big or Small Customers, Which is More Important?
We must nurture each customer as we do each flower in our garden. Yes, there are the larger and more colorful flowers that immediately...
Here’s How to Keep Customers Coming Back for More
A long-term repeat customer is the goal of every business, one who continues to purchase from you time and time again. But what is...
I Don’t Care if it’s Against Company Policy
Have you ever walked into a store or been a guest at a hotel and had a problem that was “out of the ordinary”? ...
The Dreaded Wedding Breakfast and How to Nickel and Dime a Customer
The wonderful world of weddings. You book the event and promise the “perfect wedding”. The birds will sing, the flowers will bloom and the...
Would You Do THIS For Your Customer?
When I was just a young lad I remember when my mother bought her first car, a 1970 Ford Maverick. It was white with...
Learn What This Person Did to Get a $20 Tip for a Cup of Espresso
Yes you heard right…my waiter got a $20 tip for just getting a cup of coffee for a guest. That’s pretty good, what secret...