Topic
Service culturemake serving well easier than serving badly.
Culture isn't a poster on the wall. It's what happens when nobody is supervising. Here is everything I've written about building teams where good service is the natural outcome, not a heroic exception.
Design before motivation
If the process forces your people to say “I can't help you,” no training fixes it. Remove the obstacles first.
Repeatable habits
Simple standards you can teach and measure survive turnover and bad days better than good intentions.
Service starts inside
Internal teams have customers too. When they treat each other well, the end customer notices without anyone explaining it.
Every article on this topic (7)
- The Problem Isn't the Kid: It's the Room
We've all had people who know what they should do, but don't do it. The marshmallow challenge explains why, and what to change.
- Tie Your Shoelaces: Fundamentals Before Tricks
He won 10 national championships and his first lesson was tying shoelaces. What that says about service and sales teams.
- How to Hire a Keynote Speaker: A Practical Step-by-Step Guide
Most companies hire based on a YouTube clip and a price. These are the questions that actually predict whether your event will work.
- Feel Like You're Talking to a Wall?
I get it. Feeling ignored is frustrating. Asking your team for things and feeling like you're talking to a wall.
- A Joke, A Reality, and Two Tips for More Sales and Better Service
Training sucks. It doesn't deliver results. Yes, you read that right. At least 70% of people who receive it apply nothing a year later.
- The Lesson That Changed New York (and Can Change Your Team)
You want better results. But your team keeps doing the same old things. Let's see.
- Using You Is Not Serving You
Customers always sense whether you're helping them or extracting something from them. They may not name it, but they feel it.