Posts Tagged ‘customer service’
Never Argue With a Customer
“in a business, you need to be sure to clarify when you tell employees that something is a rule versus a law versus a restriction or regulation.” Frustrating customer service experiences are great reminders of the importance of delivering exceptional service. Recently I had a less than favorable interaction at a store while trying to…
Read MoreCreate the Ultimate Customer Experience
“It’s unbelievable that companies will spend so much money in marketing and then have an experience that doesn’t live up to the invitation, the marketing that they have extended.” – Scott McKain We couldn’t be more appreciative to have renowned speaker, consultant, coach, and author, Scott McKain, back to talk about creating the ultimate customer…
Read MoreCreating a Winning Customer Service Culture
“Stay true to the customer that’s in front of you, even if you’re trying to acquire the next one.” During this episode Cassie and I share business updates, including some of our lessons around rebranding and shifting marketing strategies. As a business owner you should never underestimate the importance of assessing and adjusting customer service…
Read MoreShifting the Monkey on your Back
“Don’t take on someone else’s monkey or burden – make sure you set expectations and stick to them to ensure success in your business.” In this episode, Cassie and I share about the pitfalls of taking on others’ burdens and excuses and the concept of shifting “the monkey on your back.” This phrase refers to…
Read MoreWhat Business Owners Should Do More of in 2023
As we close out 2022 we are taking time to reflect on business in 2022 and what business owners should do more of in 2023. Key Takeaways: {3:06} Business owners need to prioritize internal culture and people development more. {5:57} There are people that have experience yet are lacking interview experience. Due to the labor…
Read MoreJeff Barnes and Beyond the Wisdom of Walt
This week we continue our conversation with Jeff Barnes and Beyond the Wisdom of Walt. This book explores lessons from Epcot at Walt Disney World, which was Walt Disney’s final dream before he passed. Walt did not like sequels. After the success of Disneyland countries around the world kept calling wanting their own version. However,…
Read MorePublic Speaking with Scott McKain
In this episode, we learn about the experiences that come from writing and public speaking featuring Scott McKain. He is an expert at helping businesses understand how to stand out in a hyper-competitive marketplace. The conversation with Scott is powerful because he shares how much his journey to get better positively impacts the work he…
Read MoreCreate Career Magic featuring Lee Cockerell
Lee Cockerell, former Executive Vice President of Walt Disney World Resort, is someone we have talked about frequently. Since retiring from Disney he has written several books, does speaking, and has the Cockerell Academy where he offers a variety of leadership courses. Today he joins to talk more about his book, Career Magic Key Takeaways:…
Read MoreWalking the Front Lines
Anyone hired to work at The Disney Company goes through an onboarding process called Traditions. This is where you learn the history of the company, the values how we are to act them out, and key customer service. Part of the experience includes meeting people from positions throughout the company. This occurs before moving into…
Read MoreCustomer Reviews
Any time you put yourself out in the world you are opening yourself up to receiving negative feedback. My perspective on customer reviews has shifted since publishing my own book. When you look at reviews as opportunities to learn and improve, the current and future customers can be forgiving. Customers should love you so much…
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