Steve DiGioia

What Do You Do When Your Employees Don’t Care?

We expect much from our employees. Work long hours but still make no mistakes.  Come in on weekends or holidays and remember to treat every customer as your friend or family in order to provide the highest in customer service. Seems pretty reasonable, right? But…

3 Ways Customer Service is Worse Today

Service, in all its forms, has changed drastically from the ways our parents, and I, have been brought up with. Too many industries have gotten away from tending to the needs/wants/desires of their customers in ways that used to be the “norm”. With today’s change...

5 Foolproof Tactics to Win Over Any Customer

The customer…the magical part of any business.  Day after day they flock to your business with cash in hand.  Life is good.  But what happens when they stop?  How do we get them back? Here’s 5 foolproof tactics to win over any customer.  Use them...

12 Rules to End Bad Customer Service – Part 2

Once again, time to discuss how to end bad customer service.  Have you followed any of my first 6 rules in Part 1?  I hope so, because I know they work.  Strap yourself in; here’s Part 2.  ~~~~~~~~~~~~~~~~~~~~~~~~~~~ 7► Be “a person” to your customer,…

Are You Afraid to Ask Your Employees These Questions?

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 but I walked around like the king. I was the newest big shot. Got things done, yes, that was...

My Boss Appreciates Me, and 4 Other Business Untruths

We all believe that our boss appreciates the work we do, cares enough about us to realize the day-to-day challenges we face and is concerned about our quality of life. But is this true? Let’s delve into a few untruths about business… ►My Boss Appreciates...

What’s The Difference Between a Customer and a Guest?

How do you treat the people that enter your place of business? ►Do you treat them as a $$$ sign or just a one-shot deal? ►Do you treat them as a burden because you will need to deal with their questions? ►Do you treat them…

12 Rules to End Poor Customer Service

Much has been said and written about the “secret to customer service”. Well, I don’t know about "the secret" but here are my rules for great customer service. ►If you can’t relate in a pleasant professional manner with people that want to give you their...

How Did We Ever Survive Without Our GPS or Mapquest?

When I was just a young lad I remember when my mother bought her first car, a 1970 Ford Maverick. It was white with a red plaid “Landau” roof; just a fancy term for a car roof style with a layer of vinyl....

Do You Cheer Your Customers Out The Door?

On Monday I was fortunate to get out of work early enough to rush over to watch my daughter’s cheerleading squad perform during the high school JV football game. Of course, a proud dad gushing over his kid. Then, at the conclusion of the...

Do You Have a Mrs. Not-Helpful Working for You?

We know what we look like. We see ourselves each day, from the bathroom mirror while brushing our teeth, to combing our hair, to one last look at how our clothes fit before we rush out the door to work. But is...

Which of These 2 Restaurants Would You Choose?

Why do we go out to eat? Just to fill our stomachs, or to fill our stomachs and to be taken care of, to be catered to? We can get food anywhere but why do we go to a specific restaurant? Or a specific business,...

Hey Work…Don’t Call Me At Home On My Day Off

I work way too hard, for way too many hours a day, and have given up enough holidays and special events all for the sake of my job. So I’ll be dammed if I have to take a phone call from work on my day...

Are You The Go-To Guy?

Every office has a “Go To Guy”. You know the type, the one guy in the office that always has his projects completed ahead of time, always has the answer to the problem, and always is looked to in time of need.  A leader. How…

The Secret Customer Service Trick One Landscaper Used To Get My Business

Finding a landscaper to plant some shrubs and flowers in front of your home should be an easy task. One landscaper is pretty much the same as another? Or are they? What makes one landscaper better than another? What is the secret customer service trick?…

I Finally Got a Smile From My Gas Station Attendant

For the past year or so, I have been going to the same gas station while on my way to work. It’s convenient, fast and the price is right, well if a low price is even possible in today’s economy. The usual...

The Granny Food Thief Strikes Again

Something happened the other day that reminded me of this old lady, I'll call her "Granny Food Thief". Many years ago, while working at another hotel, there was this sweet little old lady that would constantly crash the cocktail hours for the business events. ...

3 Things I Learned About Customer Service by Being a Plumber First

I once read that if you can’t learn something new each day then it doesn’t make sense to even get out of bed. Well that may be a little harsh but there is something to this statement. In all our interactions with others, with all...

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 we would become discouraged or upset when this happens and take our problems to work.     “I’m going to speak with…

Speak to Me as a Person and Don’t Read a Script

They must recite a script written by someone that sits in an office far removed from the customer or by a development team that has never been "on the front lines" with the guest. They think they know better...but do they?Too much money and resources...

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