Training that Sticks

First Impressions: Where does it all begin?

Posted by Barbara Randi on Wed, Jun 07, 2017 @ 08:06 AM

Online dating, job interviews, seeking out a guest - what do they all have in common?  Obviously, the need for a good first impression! However, where does that first impression take place? If you’re looking for that special someone, a long-term relationship, you complete the form, post it, take a photo, post it and then wait. I mean, wait! Isn’t there something else?

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Topics: Customer Experience, Exceeding Expectations

The Bridge Painter

Posted by Scott H. Lewis on Tue, May 26, 2015 @ 11:05 AM

The government agency that operates San Francisco’s iconic Golden Gate Bridge has a dedicated team of more than 30 full-time painters engaged in a never-ending effort to keep the bridge protected. If you’re a painter assigned to the Golden Gate, it would seem that you have a job for life helping keep this national treasure from the corrosive impact of saltwater, marine air and pollution.

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Topics: Tips, Employee Development, Exceeding Expectations, Experience

The Indispensables

Posted by Scott H. Lewis on Tue, Jan 27, 2015 @ 09:01 AM

I’d just finished presenting a project to my boss. My work had been adequate, but I could tell that it hadn’t exactly blown his socks off.

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Topics: Scott Lewis, Employee Development, Exceeding Expectations, Employee Engagement

All In

Posted by Scott H. Lewis on Tue, Sep 16, 2014 @ 09:09 AM

I love poker, but I’m not especially good at it. In Las Vegas, I’d be just getting comfortable in my chair when disaster would strike.

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Topics: Scott Lewis, Employee Development, Exceeding Expectations, Employee Engagement

The 49-Cent Tip

Posted by Scott H. Lewis on Thu, Apr 17, 2014 @ 09:04 AM

Have you ever written to a CEO or company president about the service you receive at the hands of their employees? I do it all the time, and seldom to complain. In fact, I keep four or five stamped envelopes in my briefcase when I travel, and I replenish the supply regularly.

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Topics: Tips, Customer Experience, Scott Lewis, Exceeding Expectations

Dave's Fables: Are You Habiting-Up?

Posted by Dave Hamilton on Tue, Sep 17, 2013 @ 09:09 AM

One of my favorite opening questions I ask when speaking to groups of industry professionals:

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Topics: Dave Hamilton, Training, Customer Service, Service, Customer Experience, Staff Development, Exceeding Expectations

Dave's Fables: What's Your Service Zero?

Posted by Dave Hamilton on Thu, Aug 22, 2013 @ 10:08 AM

We celebrated our 32nd wedding anniversary last week by going out to a restaurant neither one of us had experienced before. We took a chance, a leap of faith - instead of going to our tried-and-true favorite, we decided to try a brand new eatery because the word on the street was favorable. 

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Topics: Dave Hamilton, Training, Customer Service, Service, Customer Experience, Staff Development, Exceeding Expectations

Social Media Matters, Social Media Matters Not

Posted by Holly Zoba on Wed, Nov 21, 2012 @ 11:11 AM
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Topics: Customer Service, Customer Experience, Signature Worldwide, Exceeding Expectations, Bad Customer Service

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