Steve DiGioia

What Has Our Restaurant Dining Experience Turned Into?

Being in the hospitality business for over 25 years, I have seen some of the best and worst at their trade. From the hardworking, studious college kid that was very driven and worked as a waiter 6-days a week to put himself through school;...

The Implication of Correctness

One of the dilemmas a business must face is the “implication of correctness".  With this comes the trust of the people, whether warranted or not. Business owners are put into a position where they are looked at as being right or correct and endowed...

How Good Service In a Restaurant Affects Your Family Budget

You know the drill…money is tight so your spouse tells you to not spend too much money. So you start ‘brown-bagging-it” to work. You feel a little foolish, maybe a little humiliated, that you’re forced to do this but you have no...

I Don’t Care if it’s Against Company Policy

By Steve DiGioiaHave you ever walked into a store or been a guest at a hotel and had a problem that was “out of the ordinary”?  Of course you have, it has happened to many of us. It may be that the store “sale” was...

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” whether public or private. But does this give the member free reign to do as he or she...

5 MORE Phrases That Should Never Be Used In The Customer Service Business

I was always taught that customer service = the "cheerful giving of attention". I doubt that these next 5 phrases will make any customer very cheerful. “We’re Real Busy Today” As a customer, do we care if the business is busy? Yes, we want the...

Do You Have a Failure to Communicate?

“I didn’t know about that”, "why isn’t there enough staff working today to take care of this rush?”, “she never said anything about it” or “why didn’t they tell me to do it that way?”How many times have you heard comments like these from...

Don’t Let Your Employees Use Facebook, They Will Kill Your Business

Have you ever thought how much damage one employee can do to your business? If not, read on…We all know the power that “social media” sites like Facebook, Twitter, Snapchat, Pinterest, etc. have on the youth of America.  And we all have heard and...

The Dreaded Wedding Breakfast and How to Nickel and Dime a Customer

by Steve DiGioia The wonderful world of weddings. You book the event and promise the "perfect wedding". The birds will sing, the flowers will bloom and the rainbow will shine in all its glorious colors. Well at least that's the plan. So the wedding night…

We’ve Always Done It That Way

We've Always Done It That Way That's one of the worst things a waiter can say to me. 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 25+ years of...

How The Tire Shop Lost a Customer, Me!

It was a busy day, yes it was, but isn't this what every business longs for? If not for the busy days, the doors would shut, windows would be boarded-up and the suppliers clamoring for payment. So how can we complain for...

Can Seasonal Employees Still Deliver Great Customer Service?

Recently I was asked to teach a customer service training class for the new hires of a ski resort. The seasonal resort just completed their job fair and had their newest set of fresh-faced recruits all ready for work; they just needed to...

Then The Waitress Says…”Are We Bagging Today?”

Every server in the restaurant business has their own style, their own manner, and their own way of interacting with their customers. Some are formal and professional, some are relaxed and carefree, and some are "by-the-book", not showing much emotion. But most...

6 Reasons Why Senior Managers Get So Soft

Remember that guy you used to work with years ago, the one that was always "burning the midnight oil", and the one that was driven like no other and was on a fast track to promotion after promotion? We all knew he would...

How Do We Monitor Our Hotel Staff?

You have hired a few new employees; whether they were a waiter, bartender, front desk agent, cook, etc., so what is next? You put them through your usual training program and now they are "on the floor" working on their own. A...

The Five Best Ways to Deal With An Upset Customer

Regardless of your business there will be the inevitable situation where a customer is dissatisfied with your product or service. It is a situation we never want to deal with but know we must. "There is a lady out front that is...

Gain The Respect Of Your Team By Being Wrong

As a manager, supervisor or leader of a team or department, we are always right. We always make the correct decisions, we always lead the team in the right direction, and we are the most qualified persons with all the answers. How...

5 Phrases That Should Never Be Used in the Customer Service Business

"Customer Service" is a term that too frequently is used as a catch-all for the experience received or given in today's business world. But what customer service is to me may be different from what it is to you and what you expect,...

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